At a Glance
- Tasks: Provide proactive medical assistance and exceptional customer service to UK government employees abroad.
- Company: Healix Group, a leader in healthcare and risk management solutions since 1992.
- Benefits: Competitive salary, supportive work environment, and opportunities for personal growth.
- Other info: Flexible working hours with a focus on teamwork and empathy.
- Why this job: Make a real difference in people's lives while developing valuable skills in a dynamic role.
- Qualifications: Experience in customer service and strong communication skills are preferred.
The predicted salary is between 16200 - 19800 £ per year.
Location: Healix Group, Healix House, Esher Green
The job title will be Assistance Coordinator and you will join our Healix Government (HMG) Contract team, based in Esher.
In This Role, The Main Purpose Is To
- 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 that 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.
- The shift times vary between 8 am and 10 pm, with a 30‑minute lunch break.
About The Role
Key Activities and Responsibilities
- Handle all calls with empathy and customer focus. Identify what the Member needs through effective questioning and listening. Accurately document phone calls.
- Ensure written communication is accurate, concise and relevant and that actions and notes in the Case Management System are easy to follow and show a clear plan.
- Formulate a plan of care with the support of the medical team and provide appropriate guarantee of payments on behalf of HMG staff and their dependants.
- Monitor ongoing cases taking account of the medical team’s case direction to ensure that appropriate support is provided, while taking into account local facilities available, patient requirements and cost of care.
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).
- The ability to be responsive and empathetic to the needs of others and offer effective solutions.
- The ability to communicate professionally, employing excellent listening skills.
- Excellent written and verbal skills and empathetic listening skills and is able to speak and write English to a native level.
- The 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.
Required Criteria
- 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.
Desired Criteria
- Foreign, European languages.
- Previous experience in customer services, ideally in travel industry or in medical assistance.
Closing Date: Friday 17th July 2026
Contract Type: full‑time
Salary: Starting from £27,000.00 Yearly
#J-18808-LjbffrCustomer Service Coordinator in Esher employer: Healix International
Healix Group is an exceptional employer, offering a dynamic and supportive work environment in Esher, UK, where you can make a real difference in people's lives as an International Medical Assistance Coordinator. With a strong focus on employee growth, the company provides comprehensive training and opportunities for hybrid working, fostering a culture of teamwork and adaptability. Join us to be part of a diverse team that values excellent customer service and empowers you to thrive in a fast-paced, impactful role.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Coordinator in Esher
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Healix Group. Understand their values and services so you can show how you fit into their mission of providing top-notch customer service.
✨Tip Number 2
Practice your listening skills! Since this role is all about empathy and understanding member needs, try some mock calls with friends or family. This will help you get comfortable with effective questioning and active listening.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved issues for customers. Be ready to share these during your interview to demonstrate your proactive approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Healix team.
We think you need these skills to ace Customer Service Coordinator in Esher
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Coordinator role. Highlight your relevant experience in customer service and any skills that match the job description. We want to see how you can make a difference at Healix!
Showcase Your Communication Skills:Since this role requires excellent written and verbal communication, be sure to demonstrate these skills in your application. Use clear and concise language, and don’t forget to proofread for any errors. We love a well-presented application!
Emphasise Empathy and Problem-Solving:In your application, share examples of how you've handled customer issues with empathy and effective solutions. This is key for us at Healix, as we’re all about supporting our clients and members in tough situations.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Healix International
✨Know the Company Inside Out
Before your interview, take some time to research Healix Group. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Since this role is all about customer service, prepare examples from your past experiences where you demonstrated empathy, problem-solving, and effective communication. Think of specific situations where you went above and beyond for a customer.
✨Practice Active Listening
During the interview, practice active listening. This means fully concentrating on what the interviewer is saying, asking clarifying questions, and responding thoughtfully. This skill is crucial for the Customer Service Coordinator role, so demonstrate it right from the start.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle real-life situations. Think about how you would manage a difficult customer or a complex case. Prepare structured responses that highlight your thought process and decision-making skills.
