Senior Assistance Coordinator
Senior Assistance Coordinator
Senior Assistance Coordinator
We’re growing our APAC Medical Assistance team and looking for a Senior Assistance Coordinator to join us in Auckland, New Zealand. This is an exciting opportunity to be part of a fast-paced and supportive team.
Reporting to the Operations Manager – Medical Assistance, you’ll play a key role in delivering calm, confident and customer-focused support to travellers who need help when it matters most. You’ll bring together problem-solving, empathy and quick thinking to coordinate medical and travel assistance solutions.
As a Senior Assistance Coordinator, you’ll be a go-to person for the team: providing first-line support, guiding escalations, spotting potential issues early and stepping in as shift lead or deputy when needed. It’s a great role for someone who enjoys variety, pace and making a real difference every day.
You’ll thrive in this role if you:
· Have at least 24 months’ experience in an Assistance Coordinator or similar role.
· Communicate clearly, warmly and confidently, both in writing and over the phone.
· Have strong geographical knowledge and enjoy solving logistical puzzles.
· Bring experience in travel insurance, assistance services or a similar customer-focused environment.
· Bring positive energy, curiosity and a can-do mindset to every shift.
· Stay calm, organised and focused when things get busy.
· Build strong, trusted relationships with teammates, managers, clients and partners.
· Show empathy and responsiveness when supporting people in challenging situations.
About this role
What you’ll be doing:
· Provide first-line support, coaching and guidance to the team.
· Deputise for the Manager and act as shift lead when required.
· Handle calls promptly, professionally and with genuine care for the customer.
· Create clear, accurate case files, capture key information and manage administration through to case closure.
· Guide customers through the claims process with confidence and empathy.
· Confirm claimant eligibility and ensure information is captured accurately.
· Keep clients, claims handlers and underwriters informed where applicable.
· Maintain accurate reserves, costs and case information.
· Work with third parties to gather information and keep cases moving.
· Communicate regularly with all parties and monitor each case to support smooth progression.
· Allocate written correspondence to case files and escalate urgent or important matters to senior colleagues.
· Liaise with our medical experts on complex cases and escalations.
Location:
Auckland, New Zealand.
What you will need
Required criteria
- Excellent written and verbal communication skills
- Team work
- Good geographical knowledge
- Early, middle and late shifts, Monday to Sunday, including Bank Holidays
- English language, both verbal and written, to a native standard
Desired criteria
- Additional foreign languages
- Experience of working within the travel insurance business
