This job expired on 15th September 2026
Senior Assistance Coordinator
Senior Assistance Coordinator
Senior Assistance Coordinator
We’re growing our APAC Medical Assistance team and looking for Senior Assistance Coordinators to join us in Melbourne, Australia. This is an exciting opportunity to be part of a fast-paced, supportive team and you’ll help shape a brand-new team from the ground up.
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:
Melbourne, Australia. We’re especially excited to be building a new team in Melbourne, so this is a fantastic chance to get involved early and help create something great.
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
