Assistance Team Leader

Lead with purpose. Support customers when it matters most.

Are you an experienced leader who thrives in fast-paced, high-pressure environments? Join our 24/7 Travel Assistance team and guide a group of passionate case coordinators who help travellers when the unexpected happens overseas or at home. This is your chance to combine operational excellence with people leadership in a role that truly makes an impact.

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

As an Assistance Team Leader, you'll oversee the daily delivery of medical and non-medical assistance cases, ensuring travellers receive timely, safe, and empathetic support.

From guiding complex case escalations through to coaching your team, you'll drive a culture of excellence, resilience, and care. You'll also play a key role in shaping continuous improvement, using performance insights and service outcomes to boost efficiency, enhance the customer journey, and keep our operations running seamlessly.

What You'll Be Doing

As an Assistance Team Leader, you'll:

• Oversee the triage and prioritisation of casework-  to ensure customers receive timely and appropriate treatment when and where they need it.
• Pre-empt, take ownership and guide complex case escalations -maintaining our commitment to SLAs, whilst driving a culture of excellence, resilience, and care.
• Build and lead a cohesive, high-performing team- motivating people, building capability, and leading a team that makes a real difference in people's lives
• Enable your team to thrive- from managing rosters to facilitating development plans and performance reviews,—you will ensure consistent coverage and care quality, even during challenging circumstances.
• Play a major role in continuous improvement- using performance insights and service outcomes to boost efficiency, enhance the customer journey, and keep our operations running seamlessly.
• Model safe, ethical, and compliant practices- ensuring adherence to WHS standards, regulatory frameworks, and risk management processes. With your leadership, every traveller receives care that is timely, safe, and centred on their wellbeing, while your team feels empowered, engaged, and motivated to deliver excellence.

What We're Looking For

• An experienced leader (2-4 years) with experience in emergency assistance, travel or insurance services.
• Demonstrated ability balancing customer care, operational delivery, and team performance.
• Passion for motivating others, building capability, and leading a team that makes a real difference in people's lives.
• Proven experience developing and delivering strategic programs of work with a focus on digital transformation, automation and workforce optimisation.
• Highly developed interpersonal, communication (written and verbal) and negotiation skills.

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- team recognition programs and company bonus scheme.
• Genuine flexibility- options for hybrid, full-time, and tailored arrangements—designed to help you achieve the balance that works best for you.
• Unrivalled career and development opportunities- ongoing training to sharpen your clinical and product knowledge.
• Modern, centrally located offices with exceptional transport connections. Plenty of local restaurants with Southbank on your doorstep and Brisbane City just minutes away.
• An exciting, enthusiastic and supportive team culture to give you everything you need to succeed.