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International Operations Responder

Posted 4 January by Fresh Recruits Ended

Job title: International Operations Responder
Location: Christchurch
Salary: DOE
Hours: 40 Hours per week (shift rota basis)

We are currently recruiting for an International Operations Responder to join our client based in Christchurch.


Reporting to The Head of International Assistance the responder will be responsible for handling the day to day management of travel assistance related cases. The International Operations Responder will be able to provide exceptional end to end customer service and problem solving solutions.


  • Ability to handle stressful situations while staying calm and emphatic during reported travel assistance related cases
  • 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, supportive details for decision making 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, travel and security assistance calls in line with individual client requirements and insurance
  • Notify and collaborate with client stakeholders on traveller assistance cases and management of the process
  • 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
  • Meeting client service levels through delivery of their Key Performance Indicators (KPIs)
  • 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 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 Threat and Risk Intelligence (TRIS) team
  • Ad hoc tasks and support as required by the International Operations Manager, Managing Director and Operations team


  • 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 will be an advantage
  • Knowledge of the health insurance industry will be an advantage

Ref: 1801-9-8523

It is important that you include a covering letter with your CV, detailing why you feel you are suitable for this position and highlighting all relevant experience.

We receive a high number of applications on a daily basis so we can only respond to successful applications. If you do not hear from us within 3 working days please assume your application has not been taken forward on this occasion. We may contact you in the future about other suitable positions.

Reference: 34133791

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