Are you ready to kick start your career in travel assistance?
At World Travel Protection (WTP), protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens while travelling.
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 offering assistance when they need it most.
WTP is 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. WTP & Cover-More Group are a subsidiary of Zurich Insurance. WTP operates in a niche space within Zurich and Cover-More Group, providing Travel Risk Management services on behalf of our clients to travellers worldwide.
So, what’s our mission?
Protecting travellers – and supporting those responsible for their safety – is our business. We operate 24 hours a day, seven days a week from our 3 operation centres in Australia, Canada, and the United Kingdom, responding to the cries for help we receive from travellers across the globe.
So, what’s the job?
* You’ll lead and supervise the flight desk team, ensuring high standards of service and operational efficiency (allocating tasks, monitoring performance, and provide training and support as needed).
* You’ll be accountable for the accurate and proactive management of cases, coaching and mentoring the team to ensure appropriate policy advice and case progression.
* You’ll be the escalation point for your team, providing direction to case managers and the customer to enable resolution where required
* You’ll lead the Shift Coordinator performance (direct reports) including performance and compliance to process and functional expectations including review and management of framework and Balanced Score Card (BSC) execution
* You’ll lead your team to ensure the best possible service for our customers, and keep them motivated during times of uncertainty and change
* You’ll conduct call quality audits and case reviews and provide coaching sessions on areas identified for improvement.
* You’ll review active cases as delegated, to ensure progress is suitable and provide direction otherwise.
And what are we looking for?
* You’ll ideally be experienced in leading a Flight Desk Team
* You’ll be passionate about developing and leading a high performing team that embodies our values and behaviours in all customer and colleague interactions
* You’ll have experience leading a team through ongoing development and the capability to implement the strategic vision of the business
* You’ll have well-developed interpersonal and communication skills to build and maintain effective relationships with your staff
* You’ll have experience building relationships with colleagues and influencing and collaborating across all levels of a business
* You’ll be passionate about continuous improvement and have the ability to lead and manage change within a team
* You’ll have highly developed critical thinking and problem-solving skills and the capacity to prioritise and manage complex cases
* You’ll be passionate about creating a team culture of collaboration, engagement and commitment to customer service and care
So, why choose us?
We value optimism, caring, togetherness, reliability, and determination.
We have more than 1500 employees worldwide: we are 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, volunteer leave and a comprehensive paid parental leave scheme.
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.
We also offer some fantastic benefits including:
• Travel insurance
• Health insurance
• Life insurance
* Income protection
• Company subsidised pension
• 25 days annual leave
• Short term incentive plan
• Employee reward and recognition scheme
• Flexible working opportunities
• Competitive family and parental leave programme
• Employee assistance program
• Fitness reimbursement scheme
• Volunteering leave
• Online learning and training opportunities
• Professional membership
• Work anniversary leave
Apply today and let’s go great places together!
#LI-Hybrid