Assistance Case Coordinator

2 days ago

Brisbane, Queensland, Australia Europ Assistance Australia and New Zealand Full time $60,000 - $120,000 per year

Support travellers when it matters most—deliver 24/7 support, coordinate care & ensure exceptional experiences across medical & travel emergencies.

  • 5 weeks holiday and flexible working options that suit you
  • Opportunities for career development in a rapidly growing organisation
  • Centrally located offices, great food & transport options

Our Assistance Case Coordinators help travellers when it matters most, delivering 24/7 support, coordinating care, to ensure exceptional experiences across medical and travel emergencies. Acting as the first point of contact, this critical role ensures domestic and international travellers receive timely support, whether the issue is medical, logistical, or general assistance.

About Us

For more than 60 years, we've been dedicated to supporting travellers on their adventures, offering exceptional care and 24/7 medical assistance. Our world class travel insurance products, backed by a global network of medical and assistance providers, have helped more than
1.3 million travellers
with an average of more than 13 repatriations a day around the world, caring for people in the moments that matter most.

About The Role

This is more than just a case management role—it's about safeguarding people during critical moments of their journeys. Success relies on empathy, resilience, multitasking under pressure, and a passion for delivering exceptional customer experiences

What You'll Be Doing

  • Case Management
    : Take full ownership of traveller cases, using strong communication, prioritisation, time management, and problem-solving skills to deliver high-quality outcomes across medical and non-medical scenarios.
  • Traveller Support:
    Provide reassurance and practical support 24/7, keeping travellers safe, informed, and connected to the right help—while remaining calm and compassionate under pressure.
  • Stakeholder Collaboration
    : Work closely with clinical and non-clinical experts, partner teams, and external providers to coordinate logistics, manage risks, and ensure seamless delivery of care.
  • Continuous Improvement
    : Contribute to service enhancements, share insights to improve processes, and embody the "you live, we care" ethos in every interaction.
  • Compliance & Governance
    : Promote safety and wellbeing, adhering to service standards, regulatory requirements, and privacy obligations while supporting colleagues' wellbeing in a fast-paced, often sensitive environment.

What We're Looking For

  • Calm, solutions‑focused professionals
    , with excellent communication skills (listening, speaking, and writing)—with multilingual fluency highly valued.
  • A successful track record in assistance operations
    , call centres, or travel/insurance services (2+ years).
  • Strong IT skills
    , attention to detail, and the ability to manage multiple priorities in a high-pressure 24/7 setting.
  • Individuals capable of managing complex cases under pressure while balancing traveller care and business outcomes.
  • A desire to undertake shiftwork (including nights and weekends)

What's in it for you?

By joining Europ Assistance, you'll be part of a rapidly growing and successful Global organisation. You will also enjoy:

  • Rewards and recognition
  • with team recognition programs and company bonus scheme.
  • Genuine Flexibility-
    with options for hybrid working, rotating shifts and 5 weeks holiday per year —designed to help you achieve the balance that works best for you.
  • Ongoing training
    and unrivalled career and development opportunities
  • A close-knit and supportive team
    to ensure you have everything you need to succeed.

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