Emergency Call Handler

5 days ago


Christchurch, United Kingdom The Anvil Group Int Ltd Full time

**OVERVIEW OF ROLE**:
Anvil Group are a technology led business resilience and travel risk solutions company offering 24/7/365 global assistance to the expatriate and business travelling employees of our clients.

**DAY TO DAY TASKS**:

- Provide first class initial response and assistance to client situations across the globe following dedicated standard operational procedures.
- Effectively collaborate with client stakeholders and manage all aspects of the case lifecycle, including case notification, verification, authorisation, task reassignment/case handover and case closure.
- Accurately record data and relevant details of the incident/case within Anvil’s dedicated Case Management System
- React appropriately to client situations, using tact and empathy, handling crisis or grief, liaising with relatives and providers, arranging repatriation in emergency evacuations, and general journey management assistance.
- Produce detailed situation reports for client awareness and be familiar with our clients and their specific day to day needs as well as their emergency procedure requirements.
- Coordinate medical assessments and treatment abroad with the clinical team members.
- Coordinate and liaise with the security teams according to individual client requirements.
- Assist the launch and managed service of the Mass Communications Platforms.
- Have experience of Case Management Software and administer and maintain data using a range of specialist software and internal security software.
- Review and develop processes and procedures in line with client requirements.
- Contribute to regular team meetings and ensure effective handover and/or feedback to deliver a seamless service 24/7.
- Know when to escalate issues, risks, ideas to ensure business effectiveness.
- Provide ad-hoc support to the Intelligence team and any other duties as reasonably requested by management.
- Adhere to Anvil’s vision and values

**SKILLS / EXPERTISE**:

- Solutions orientated, with a proactive approach to challenges
- Able to handle stressful and sensitive situations while staying calm and acting professionally
- Able to operate and prioritise tasks within a changing and fast-moving environment
- Self-motivated and able to work on your own initiative
- Professional & confident in communicating with clients and suppliers at all times
- A confident telephone communicator and administrator, with clear written and verbal skills, able to communicate at all levels of the business
- Customer orientated, with excellent customer service skills and attention to detail
- Proficient in MS Office, particularly Excel and Outlook
- Able to learn & understand new & relatively complex systems
- Interested in current affairs and have a good grasp of worldwide geography
- Bilingual - desirable

This position is normally office based in our offices in Christchurch, Dorset. You will be required to work a shift rota including, nights, weekends and Bank Holidays.

**Job Types**: Full-time, Permanent

**Salary**: From £24,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Wellness programmes
Schedule:

- Day shift
- Night shift


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