Travel Assistance Case Manager (German Speaking) in London

Join to apply for the Travel Assistance Case Manager (German Speaking) role at Zurich Cover-More. This is a permanent, full‐time position located in Uxbridge, Middlesex, United Kingdom, in the Call Centre and Customer Service category.

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.

WTP is part of Zurich Cover‐More, the second largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA. WTP & Zurich Cover‐More are subsidiaries of Zurich Insurance.

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 three operation centres in Australia, Canada, and the United Kingdom, responding to the cries for help we receive from travellers across the globe.

What’s the job? Our Travel Assistance Case Managers are responsible for providing our customers with the after‐care and logistical problem‐solving support they need when something goes wrong in their travels. High‐performing, empathetic and multilingual, our Case Managers are great at what they do: bringing travellers home safe, or helping them continue on with their travels as needed.

• You’ll be taking calls from travellers when they get into emergency situations while travelling – whether lost baggage or a medical emergency, you’ll be there to help solve their problem.
• You’ll be focussed on providing a great experience every time – whether for the traveller, family member or provider.
• You’ll use your critical thinking and problem‐solving skills to provide tailored advice to real‐world problems.
• You’ll provide emotional support and reassurance to travellers in distress, maintaining a calm and empathetic demeanour throughout each call and case.
• You’ll work with our team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, telehealth solution, security specialist, or allied health professional for medical and/or security emergencies.
• You’ll facilitate the payment and guarantee of facility and any required vendor bills.
• You’ll help travellers understand the services we are there to support them with.

What are we looking for? We are looking for team members who have a genuine desire to help people and save lives. We need our Case Managers to be resilient, empathetic and think critically – if you’re willing to learn, we will teach you everything you need to know.

• You’ll have great interpersonal skills and know how to look after travellers and respond with empathy.
• You’ll have strong problem‐solving and decision‐making skills, and can follow processes to provide quick and accurate assistance.
• You’ll thrive in a fast‐paced, dynamic environment and be open to change.
• You’ll have great conflict‐resolution skills to help customers in stressful situations.
• You’ll need to be available to work four 10‐hour shifts per week, across a 7‐day rotating roster between the hours of 7 am – 10 pm.
• You’ll be professionally proficient in English and German.
• More than anything else, you’ll have a passion for helping others.

NOTE: you must be available to start work from 2nd March 2026.

Why Choose Us? We value optimism, caring, togetherness, reliability, and determination. With more than 2,900 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.

Benefits include:

• 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 programme
• Fitness reimbursement scheme
• Volunteering leave
• Online learning and training opportunities
• Professional membership
• Work anniversary leave

Seniority Level: Entry level