Travel Assistance Case Manager

**Description**:
Are you ready for an adventure in Travel Assistance?

At World Travel Protection, the excitement of travel is at the heart of our mission. We take care of corporate and leisure travellers, providing them with immediate access to the right experts when they face an emergency while travelling.

Our extensive experience in global travel risk management positions us as the go-to choice for adventurers worldwide. Trusted by globetrotters, holidaymakers, and corporate risk managers around the world, we specialise in preparing travellers for potential threats and offering assistance when they need it most.

We are 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 sounds exciting right?

So, what’s our mission?

Protecting travellers is our business. We operate 24 hours a day, seven days a week from our command centres in Australia, Canada, and the UK, responding to the cries for help we receive from travellers across the globe.

So, what’s the job?

Our Travel Assistance Case Managers are responsible for helping our customers when something goes wrong in their travels. Their focus is on helping our customers get back to travelling or helping them get home. In this role:
You’ll be taking calls from customers when they get into emergency situations while travelling - whether lost baggage or a medical emergency, you’ll be there to help
You’ll be focussed on providing a great customer 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
You’ll work with our team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, or allied health professional for medical emergencies
You’ll facilitate the payment and guarantee of hospital and other provider bills
You’ll help travellers understand their policy inclusions

And what are we looking for?

We are looking for team members who are enthusiastic about travel, helping people, and want variety in their job every single day. We can teach you everything you need to know if you are willing to learn so no experience necessary

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 need to be available to work a rotating roster (eight 10-hour shifts/fortnight) between 7AM - 9PM
You’ll have great conflict resolution skills to help customers in stressful situations
More than anything else, you’ll have a passion for helping others
Bonus points if you’re bilingual, however this is not essential

So, why choose us?

We value optimism, caring, togetherness, reliability and determination.

**We have more than 1500 employees worldwide**: we’re 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 - after an initial training period of 3 months - ensures our employees maintain work-life balance with the flexibility of 2 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, covid leave (to get vaccinated and for when you’re sick), volunteer leave and a comprehensive paid parental leave scheme.

Travel and work with us. We’ll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner. We also offer great discounts through our extensive travel partnerships so start planning for your next trip today

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.