Medical Assistance Coordinator

4 weeks ago

Milnerton, South Africa Collinson Full time

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

**_ Role Purpose:_**

Collinson provides call handling for assistance from holidaymakers and business travellers across the globe. As an Assistance Coordinator, you will be responsible for effectively and professionally managing assistance cases falling within their level of authority in line with service standards, and various applicable procedures and policy terms. This will involve a high level of contact with both clients, often in difficult and sensitive circumstances, and external professional service providers based both in the UK and abroad. They will require practical help and advice and may be distressed or vulnerable, so will require support and reassurance from the Assistance Coordinator at all times. The nature of the work requires all role-holders to be aware of and adhere to specific Data Protection and Confidentiality requirements. Training will be provided, however, Assistance Coordinators will be required to maintain an up-to-date knowledge of the policies, procedures and schemes handled.

**_Experience needed:_**
- Experience in a customer-focused role (ideally online/phone based)
- Excellent communications skills both written and verbal
- Medical Assistance or Insurance experience (ideal but not essential)
- Fluency in a second European language an asset but not essential

**_
Working pattern:_**
- This is an office based working role in our Cape Town Office_

The Assistance Coordinator will be required to work 37.5 hours per week, operational requirements may require flexibility in working hours and shift length. Working hours will be rostered across 7 days a week 24 hours per day. Flexibility to work hours at the weekend and Bank Holidays is also required.
- Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success._
- We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients._

We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.

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