Job Description
We are recruiting a Senior Assistance Coordinator to join our International Medical Assistance team based in Esher, UK. Reporting to the Team Leader, the Senior Coordinator will be responsible for providing proactive, professional and timely responses to requests for travel and medical assistance by delivering cost‑effective and customer‑focused solutions. The role includes first line support, serving as a point of escalation, taking ownership of escalated issues, notifying management of potential problems, and deputising for the Team Leader in their absence.
Location
Healix Group, Healix House, Esher Green, Esher, UK.
Key Activities / Main Duties
* Provide first‑line support and guidance to the assistance team.
* Act as shift lead and deputise in the absence of the Team Leader as required.
* Handle all calls promptly, courteously and professionally with empathy and a customer focus.
* Create case files with accurate information and oversee full case closure.
* Provide advice to customers and assist them through the insurance claim process.
* Confirm claim eligibility and ensure accurate data capture.
* Notify client/claim handler/underwriter of all applicable cases.
* Ensure accurate reserves and costs are added to all case files.
* Obtain information from third parties to expedite claims assessment.
* Communicate with all parties regularly and monitor case progression.
* Allocate written correspondence to case files, escalating urgent or important correspondence to senior colleagues.
Qualifications
* Minimum of 12 months experience in an Assistance Coordinator or similar role.
* Excellent written and verbal communication skills.
* Good geographical knowledge.
* Experience within the travel insurance arena is an advantage.
* Positive, can‑do attitude and ability to work calmly under pressure.
* Ability to build positive relationships with team, managers, clients and peers.
* Responsive and empathetic to the needs of others.
* Additional foreign language skills are an advantage.
Required Criteria
* Excellent written and verbal communication skills.
* Teamwork.
* Good geographical knowledge.
* Availability for early, middle and late shifts, Monday to Sunday, including bank holidays.
* Native standard English language skills.
* Ability to commute to the Esher office.
Desired Criteria
* Additional foreign languages.
* Experience within the travel insurance business.
Contract Type
Full‑time.
Salary
Based on experience.
Closing Date
Friday 9th January 2026.
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