Travel Assistance Case Manager

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

At World Travel Protection (WTP), protecting people is our priority. Whether it’s a corporate trip or a holiday abroad, we help travellers stay ahead of risk - and when emergencies happen, we connect them instantly with the experts who can make a difference.

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

Protecting travellers and supporting those responsible for their safety is what we do. With operation centres in Australia and the United Kingdom, we provide round-the-clock assistance to travellers worldwide. While our service runs 24/7, Case Managers work four days a week within scheduled hours between 7am - 9pm - offering a balanced routine that supports both effective performance and personal wellbeing.

So, what’s the job?

As a Travel Assistance Case Manager, you’ll be the first point of contact for travellers when things go wrong - whether it’s lost baggage or a medical emergency. Your mission? Deliver calm, clear, and compassionate support when it matters most.

You’ll be the first point of call for travellers when they get into emergency situations while travelling
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

And what are we looking for?

You’ll have a genuine desire to help people and save lives. We need our Case Managers to be great communicators, who can stay calm and resolve conflict under pressure, while also being resilient and empathetic. if you’re willing to learn, we will teach you everything else you need to know!

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 for a rotating roster (eight x 10-hour shifts/fortnight) between 7AM – 9PM
More than anything else, you’ll have a passion for helping others

So, why choose us?

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

We have more than 2900 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 work week policy ensures our employees maintain work-life balance with the flexibility of 5 days in the office per fortnight.

Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!

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, 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…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.

About Zurich Cover-More

Zurich Cover-More is one of the world’s largest travel insurance and assistance providers and part of Zurich Insurance Group, a leading multi-line insurer. We stand for more care, more cover, for all, and we look after more than 20 million of the world’s travellers every year, making sure we are there every step of their journey.

To learn more about working at Zurich Cover-More, check out our careers and benefits page!

LI-Hybrid

Apply today and let’s go great places together!