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International Operations Responder

Assistance & Operations

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Position Overview

Reporting to The Head of International Assistance the responder will be responsible for overseeing the handling of the initial incident reports, resource dispatching, emergencies and communications. The International Operations Responder will be a problem solving leader, critical thinker and detail orientated individual.

 

Day to day tasks:

  • Ability to handle stressful situations while staying calm during reported emergency incidents
  • Ability to operate within a fast moving environment and adapt to ever changing operational requirements
  • Ability to coordinate and prioritise tasks with little guidance and within competing timelines in a fast moving environment and adapt to changing operational requirements
  • Ability to carry responsibility calmly and professionally
  • Ability to understand complex problems, making decisions and taking effective action
  • Have knowledge of case management software (CMS)
  • Initial response to client situations across the globe following dedicated standard operational procedures
  • Case management of medical and security assistance calls in line with individual client requirements
  • Notify and collaborate with client stakeholders on traveller assistance cases and management of the process
  • Manage the Interactive Communications Platforms launch during managed cases
  • Be familiar with our clients and their specific day to day needs as well as their emergency procedure requirements
  • Administer and maintain data using a range of specialist software and internal security software
  • Ensure daily operational communications are conducted to standard
  • Maintain and deliver agreed Key Performance Indicators (KPIs) to achieve business objectives and ensure defined Service Level Agreements (SLAs) are met
  • Effectively manage all aspects of the case lifecycle, including case notification, verification, authorisation, task reassignment/case handover and case closure
  • React accordingly to the customers situation and their needs to deliver superior customer service, this may include using empathy, handling crisis or grief, liaising with relatives and providers, taking ownership and responsibility of situations and problems
  • Review and develop existing process and procedures in line with client requirements
  • Contribute to regular team meetings, and provide support or guidance to peers
  • Ensure effective handover and/or feedback to deliver 24/7 coverage
  • Escalate issues, risks, ideas/suggestions to the line manager as needed to ensure business effectiveness and processes continue to be fit for purpose
  • Provide ad-hoc support to the Intelligence team
  • Ad hoc tasks and support as required by the Group Managing Director, Head of Operations and Operations team


Skills/Expertise:

  • Self-motivated, able to work on own initiative
  • Be able to follow and develop processes
  • Be confident liaising with clients and suppliers
  • Excellent communication and administration skills, both written and verbal with the ability to communicate at all levels of the business
  • Excellent customer service skills and professional telephone manner
  • Excellent computer skills with proficiency in MS Office, particularly Excel and Outlook and an aptitude to learn new, relatively complex systems
  • Worldwide geographical knowledge is desirable, with an active interest in current affairs
  • Being bilingual would be an advantage

 

Location

Christchurch, Dorset, UK