** To apply to this Customer Service Advisor vacancy, you must live and be eligible to work in the United Kingdom. **
This role involves overseeing the seamless day-to-day coordination of medical repatriations, with a primary focus on achieving efficiency, safety, medical appropriateness, and cost-effectiveness. The objective is to ensure that individuals requiring repatriation for medical reasons, experience the optimal and expedient journey possible.
The tasks encompass a wide spectrum of arrangements, ranging from organising straightforward flights that do not necessitate any special assistance to orchestrating complex repatriations. These repatriations specifically cater to customers who have encountered significant medical incidents in potentially remote locations. The challenges in such cases may extend beyond medical considerations, encompassing logistical hurdles such as visa issues and restrictions on transit through certain countries.
In essence, the role requires a comprehensive approach to coordinating medical repatriations, addressing diverse scenarios with precision and sensitivity. It involves not only navigating the logistical intricacies of travel but also ensuring that the chosen methods are tailored to the specific medical needs of the individuals involved. The aim is to facilitate the return of individuals under medical circumstances in the swiftest, safest, and most medically appropriate manner while being mindful of the associated costs.
Essential skills and behaviours
1. Extensive customer service and call handling skills which enables them to deliver high levels of customer service at all times.
2. Empathy and the ability to build immediate rapport with customers on the phone.
3. Personal resilience - must be able to avoid taking negativity from customers personally; must be able to handle negativity with high levels of care and patience.
4. Ability to stay focussed on the telephone or the computer with multiple distractions; must be able to multi-task.
5. High levels of accuracy and attention to detail
6. First class verbal and written communication skills in English.
7. Must be comfortable with navigating computer systems (full training will be given)
8. High levels of pro-activity; good organisation and planning skills
9. Great team player - able to contribute a positive vibe to the team and support others in time of high workload.
10. Other GDS knowledge will be considered.
11. Previous experience working within the travel industry e.g. airlines, travel agent.
Desirable Skills
12. Previous work in an assistance /repatriation environment.
13. Experience of booking specialist logistics such as taxi, ambulance, air ambulance, rail, scheduled and Charter flights, applying for medical clearance, booking wheelchairs and oxygen to always ensure the appropriate and safe movement of patients.
14. Multilingual. Charles Taylor Assistance's customers are multi-national and we attract a high proportion of multi-lingual staff. A second language is helpful but by no means essential for this role.
15. Recent Amadeus ticketing experience using Cryptic versions.
Salary and Benefits:
16. £24,380 - £28,830 per annum
17. 28 days including Bank Holiday’s
18. Fantastic opportunities for learning, development, and career progression.
19. Contributory pension scheme
20. Free Health Cash Plan worth £1700 per annum
21. Generous high-street rewards scheme for family and friends
22. Free travel insurance (subject to qualifying criteria)
23. Discounts on home and motor insurance