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- Tasks: Manage inbound queues and ensure smooth operations in a dynamic travel assistance environment.
- Company: World Travel Protection is a global leader in travel risk management, part of the Cover-More Group.
- Benefits: Enjoy flexible working, comprehensive leave options, and a supportive work culture.
- Why this job: Join a mission-driven team dedicated to protecting travellers and making a real impact.
- Qualifications: Experience in medical assistance and strong communication skills are essential.
- Other info: Hybrid work model with opportunities for career growth and professional development.
The predicted salary is between 28800 - 43200 £ per year.
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Job Type: Permanent – Full Time
Location: Uxbridge, Middlesex, United Kingdom
Job Category: Call Centre and Customer Service
Job Description
Are you ready to kick start your career in travel assistance?
At World Travel Protection (WTP), protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens while travelling.
Our extensive experience in global travel risk management positions us as the go-to-choice for travellers worldwide. Trusted by globetrotters, corporate risk managers, and organizations around the world, we specialise in preparing travellers for potential threats and offering assistance when they need it most.
WTP is part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA. WTP & Cover-More Group are a subsidiary of Zurich Insurance. WTP operates in a niche space within Zurich and Cover-More Group, providing Travel Risk Management services on behalf of our clients to travellers worldwide.
So, what’s our mission?
Protecting travellers – and supporting those responsible for their safety – is our business. We operate 24 hours a day, seven days a week from our 3 operation centres in Australia, Canada, and the United Kingdom, responding to the cries for help we receive from travellers across the globe.
So, what’s the job?
- You’ll monitor and manage all inbound queues and email volumes to ensure equitable workload spread across all staff and achievement of service levels
- You’ll monitor daily scheduling in conjunction with workforce planning to ensure sufficient staffing levels. Identify roster solutions for unexpected absence, roster gaps and appropriate skill mix; coordinating any roster adjustments directly with involved staff
- You’ll conduct real time monitoring of work peaks and troughs and support the Workforce Planner to adjust breaks, start and finish times and other available business levers to ensure sufficient staffing levels
- You’ll actively provide real-time monitoring of staff productivity and not-ready time, and provide updates to the leadership team when relevant
- You’ll be accountable for the effective management of all client cases by providing case oversight and direction in conjunction with Team Leaders
- You’ll work a mix of early and late shifts across Monday – Friday initially, however as the team grows the model will move to a 7-day rotating roster
And what are we looking for?
- You’ll have prior experience in medical assistance and good understanding of the Case Manager role
- You’ll have effective communication skills with the ability to communicate with both internal and external stakeholders
- You’ll be confident in your ability to prioritise and communicate key priorities to the team
- You’ll have experience managing complaints and dissatisfied customers
- You’ll be aware of operational and workforce planning SLA’s and targets across the shift
So, why choose us?
We value optimism, caring, togetherness, reliability, and determination.
We have more than 1500 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.
Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach – ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.
Career growth. This is an extremely exciting time for us at World Travel Protection, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.
Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.
We Also Offer Some Fantastic Benefits Including
- Travel insurance
- Health insurance
- Life insurance
- Income protection
- Company subsidised pension
- 25 days annual leave
- Short term incentive plan
- Employee reward and recognition scheme
- Flexible working opportunities
- Competitive family and parental leave programme
- Employee assistance program
- Fitness reimbursement scheme
- Volunteering leave
- Online learning and training opportunities
- Professional membership
- Work anniversary leave
Apply today and let’s go great places together!
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Assistance Operations Coordinator employer: World Travel Protection
Contact Detail:
World Travel Protection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Assistance Operations Coordinator
✨Tip Number 1
Familiarise yourself with the travel assistance industry. Understanding the key players, trends, and challenges in this sector will help you speak confidently about your interest in the role during any discussions.
✨Tip Number 2
Network with current or former employees of World Travel Protection. Engaging with them on platforms like LinkedIn can provide you with insider insights and potentially valuable referrals.
✨Tip Number 3
Prepare to discuss your experience in managing complaints and customer service scenarios. Think of specific examples where you've successfully resolved issues, as this is crucial for the Assistance Operations Coordinator role.
✨Tip Number 4
Showcase your understanding of operational and workforce planning. Be ready to discuss how you would approach staffing levels and scheduling, as these are key responsibilities in the role.
We think you need these skills to ace Assistance Operations Coordinator
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of the Assistance Operations Coordinator. Highlight your relevant experience in medical assistance and customer service in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your communication skills, ability to manage complaints, and any experience with operational planning.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for travel assistance and your understanding of the company's mission. Mention specific examples from your past experiences that demonstrate your suitability for the role.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at World Travel Protection
✨Understand the Role
Make sure you thoroughly understand the responsibilities of the Assistance Operations Coordinator. Familiarise yourself with the key tasks such as managing inbound queues, scheduling, and real-time monitoring of staff productivity.
✨Showcase Communication Skills
Since effective communication is crucial for this role, prepare examples that demonstrate your ability to communicate clearly with both internal and external stakeholders. Think of situations where you successfully managed complaints or resolved conflicts.
✨Highlight Relevant Experience
If you have prior experience in medical assistance or a similar field, be ready to discuss it. Highlight how your background aligns with the job requirements and how it can benefit the team at World Travel Protection.
✨Emphasise Flexibility and Teamwork
The role involves working a mix of early and late shifts, so express your willingness to adapt to different schedules. Also, mention your ability to work collaboratively within a team, as this is essential for managing workloads effectively.
