Customer Service Coordinator

Overview

Location: Healix Group, Healix House, Esher Green

If you are looking for a role where no two days are the same and where making a difference is an everyday occurrence, then please read on. We are recruiting candidates with great customer service skills. The job title will be Assistance Coordinator, and you will join our Healix Government (HMG) Contract team, based in Esher. Healix has been providing healthcare and risk management solutions to clients around the world since 1992, offering bespoke services to clients who want control over their health, travel and risk provision. We have a diverse client base including governments, broadcasters, NGOs, international corporations, major insurers and more. We offer a welcoming, friendly and supportive working environment, where employees are treated with dignity and respect and are encouraged to reach their full potential.

Key Activities and Responsibilities

• Provide a proactive and timely, remote medical assistance service to UK government employees and dependants based overseas, with a strong focus on customer service.
• Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the members, the clients and Healix.

Hours

• 4 days per week giving a week total of 36 hours
• Full-time shift basis including weekends and in line with business requirements
• Shift times vary between 8am and 10pm, with a 30 min lunch break

Qualifications and Skills

The ideal candidate will have good case management skills, showing understanding of medical matters involved, and applying knowledge of HMG policies to case manage effectively.

Required Skills And Experience

• Previous experience working in a telephone-based or face-to-face customer service role (desired)
• Ability to be responsive and empathetic to the needs of others and offer effective solutions
• Ability to communicate professionally, employing excellent listening skills
• Excellent written and verbal skills; empathetic listening; able to speak and write English to a native level
• Ability to appreciate the differing requirements of members, the welfare team, and clients to effectively case manage
• Ability to liaise effectively with all members of the wider team and clients to proactively move cases forward

Foreign language skills are not required but are an advantage.

Skills

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home. We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens, supported by technology designed to help individuals, not slot them into a predetermined solution.

Company Culture

We focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world. Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care. Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Requirements

• Early, middle and late shift pattern, Monday to Sunday, including Bank Holidays
• Ability to commute to the Esher office
• English communication skills, both verbal and written, to native standard
• Problem solving, managing priorities and ability to cope working under pressure

Desirable

• Foreign, European languages
• Previous experience in customer services, ideally in travel industry or in medical assistance

Closing

Closing Date: Friday 27th February, 2026

Contract Type: Full-time

Salary: £27,000.00 Yearly