Customer Service Coordinator

7 months ago

Esher, United Kingdom Healix Full time

We are recruiting an **Assistance Coordinator** to join our **Healix Government (HMG) Contract team, based in Esher.**

Healix has been providing healthcare and risk management solutions to clients around the world since 1992, offering bespoke services to clients who want control over their health, travel and risk provision.

As a result we have an impressive list of clients - ranging from governments, broadcasters, NGOs to international corporations, major insurers and more.

We offer a welcoming, friendly and supportive working environment. At Healix, we truly believe that ‘our people’ are at the heart of our success; employees are treated with dignity and respect and are always encouraged to reach their full potential.

In this role, the main purpose is to:

- Provide a proactive and timely, remote medical assistance service to UK government employees and dependants based overseas, with a strong focus on customer service.
- Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the members, the clients and Healix.

**Hours**:

- 4 days per week giving a week total of 36 hours
- full-time shift basis including weekends and in line with business requirements.
- The shift times vary between 8am and 10pm, with a 30 min lunch break.

**About The Role**

**KEY ACTIVITIES AND RESPONSIBILITIES**
- Handle all calls with empathy and customer focus. Identify what the Member needs through effective questioning and listening. Accurately document phone calls.
- Ensure written communication is accurate, concise and relevant and that actions and notes in the Case Management System are easy to follow and show a clear plan..
- Formulate a plan of care with the support of the medical team and provide appropriate guarantee of payments on behalf of HMG staff and their dependants.
- Monitor on-going cases taking account the medical team’s case direction to ensure that appropriate support is provided, while taking into account local facilities available, patient requirements and cost of care.
- Prioritise workload appropriately ensuring that the most urgent cases are actioned in a timely manner.
- Provide repatriation support working in conjunction with the medical team to ensure that travel is safe, cost effective and well organised.
- Liaise with HMG clients so that costs, wider welfare issues, and case escalation are properly handled. Ensure cost comparisons are accurate and comprehensive.
- When applicable, escalate urgent matters to Senior Coordinators and Operations Managers as appropriate.
- Share experience, knowledge and expertise with colleagues, both in the department and throughout the company, to ensure the best service is delivered at all times.

**REQUIRED SKILLS AND EXPERIENCE**
- Previous experience working in a telephone based or face to face customer service role (desired).
- The ability to be responsive and empathetic to the needs of others and offer effective solutions.
- The ability to communicate professionally, employing excellent listening skills.
- Excellent written and verbal skills and empathetic listening skills and is able to speak and write English to a native level.
- The ability to appreciate the differing requirements of members, the welfare team, and clients to effectively case manage.
- Ability to liaise effectively with all members of the wider team and clients to proactively move cases forward.
- A positive and can-do approach to all tasks.
- The ability to work calmly under pressure.
- The ability to fulfil the requirements of being on 7-day rota.

Foreign language skills are not required but are an advantage.

**Required Criteria**
- Early, middle and late shift pattern, Monday to Sunday, including Bank Holidays
- Ability to commute to the Esher office
- English communication skills, both verbal and written, to native standard
- Problem solving, managing priorities and ability to cope working under pressure

**Desired Criteria**
- Foreign, European languages
- Previous experience in customer services, ideally in travel industry or in medical assistance

**Skills Needed**

**About The Company**

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations - whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs,

  • Customer Service Coordinator Expert

    3 weeks ago

    Esher, Surrey, United Kingdom Healix Full time

    About the RoleAs a Customer Service Coordinator at Healix, you will be responsible for providing proactive and timely remote medical assistance services to UK government employees and dependants based overseas. This role requires strong customer service skills, with the ability to anticipate and resolve problems before they occur.About YouWe are looking for...

  • Customer Service Operations Coordinator

    3 weeks ago

    Esher, Surrey, United Kingdom March Personnel Full time

    Job SummaryThis is an exciting opportunity to join our team as a Customer Service Administrator. As a key member of our operations team, you will be responsible for providing exceptional customer service and support.The successful candidate will have excellent communication skills, both written and verbal, and the ability to work in a fast-paced...

  • Customer Service Liaison

    4 weeks ago

    Esher, Surrey, United Kingdom Healix Full time

    About the RoleWe are seeking a skilled and empathetic Medical Assistance Coordinator to join our Healix Government (HMG) Contract team based in Esher. As a key member of our team, you will provide proactive and timely remote medical assistance services to UK government employees and their dependents abroad.With a strong focus on customer service, you will...

  • Customer Service Advisor

    24 hours ago

    Esher, United Kingdom M Group Services Full time

    If you are passionate about Customer Care, this is an excellent opportunity for you to join the UK’s leading utility services provider as a Customer Service Advisor. You’ll work directly for Morrison Water Services and form part of the Agility Alliance team. The role of Customer Service Advisor is to support the Developer Services Planning & Performance...

  • Customer Service Advisor

    6 months ago

    Esher, United Kingdom Underwriting Solutions Full time

    **Company Description** Company Description We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable. **Job Description**: The role will be based at LH&T's Head Office in Esher, Surrey....

  • International Customer Service Advisor

    4 weeks ago

    Esher, United Kingdom Healix Full time

    Job Description We are recruiting travel and medical Assistance Coordinators to join our International Medical Assistance team based in Esher, UK.In the Assistance Coordinator role, no two days will be the same; whether you are dealing with a road traffic accident in Uganda, a case of food poisoning in Auckland or a heart attack in Beijing, you will be...

  • Customer Service Advisor

    7 months ago

    Esher, United Kingdom Healix Full time

    Are you looking for a rewarding career in the private medical industry? Do you have excellent customer service skills and a passion for helping people? If so, you might be the perfect fit for our Member Advisor role! As a Member Advisor you will be responsible for coordinating member treatment plans, liaising with all members of the healthcare team and the...

  • Nutrition and Service Coordinator

    7 minutes ago

    Esher, Surrey, United Kingdom NHS Full time

    Nutrition and Service CoordinatorWe are seeking a skilled Nutrition and Service Coordinator to join our team at Avery Healthcare's Esher Manor Care Home. As a member of our culinary team, you will play a vital role in delivering high-quality, nutritionally balanced meals to our residents.The estimated salary for this position is £25,500 - £29,000 per...

  • Recovery Services Coordinator

    1 month ago

    Esher, Surrey, United Kingdom Cranstoun Full time

    Job SummaryWe are seeking a highly skilled and compassionate Recovery Services Coordinator to join our team at Cranstoun, an independent charity and leading provider of specialist treatment, harm reduction, and recovery services. The successful candidate will play a crucial role in delivering high-quality support to individuals affected by drug and alcohol...

  • Customer Service Advisor

    7 months ago

    Esher, United Kingdom CSG Personnel Full time

    We are currently recruiting for our client in Esher who are looking for a confident and organised Customer Service Advisor for their service office. Monday to Friday 9am - 2:30pm (27.5 hours per week) 32 days annual leave (inc b/h), company sick pay, workplace pension, staff discount **Responsibilities** Reporting to the Service Manager and providing...

  • Customer Service Representative

    2 weeks ago

    Esher, Surrey, United Kingdom Empower Digital Limited Full time

    Empower Digital LimitedWe are seeking a friendly, confident, and enthusiastic individual to join our front-of-house team at Daytona Sandown Park. As a Customer Service Representative, you will play a key role in ensuring that our customers have a great experience.The successful candidate will be available to work flexible hours, including evenings and...

  • Customer Service Expert

    4 days ago

    Esher, Surrey, United Kingdom beBee Professionals Full time £25,000 - £35,000

    Job DescriptionWe are seeking a skilled Customer Service Expert to provide excellent service and resolve queries for our clients in Esher, United Kingdom.Handle customer inquiries via phone, email, and chat platforms.Provide accurate product and service information to customers.Efficiently resolve customer complaints and escalate when necessary.Process...

  • Customer Service Expert

    7 days ago

    Esher, Surrey, United Kingdom beBee Professionals Full time £25,000 - £35,000

    Job OverviewWe are seeking a skilled Customer Service Expert to join our team at beBee Professionals in Esher, United Kingdom.About the Role:Provide exceptional customer service and support via various communication channels.Maintain accurate product and service information.Efficiently resolve customer queries and escalate when necessary.Process customer...

  • Customer Service Associate

    4 days ago

    Esher, Surrey, United Kingdom beBee Professionals Full time £25,000 - £35,000

    Job DescriptionWe are seeking a skilled and enthusiastic Customer Service Associate to join our team at beBee Professionals in Esher.The successful candidate will have excellent customer service skills, with the ability to engage with customers and provide support in a fast-paced environment. This is an excellent opportunity for someone who enjoys working in...

  • Customer Service Representative

    2 months ago

    Esher, Surrey, United Kingdom beBee Professionals Full time £25,000 - £35,000

    At beBee Professionals, we are committed to delivering exceptional customer experiences. As a Customer Service Representative, you will play a vital role in achieving this goal. Your primary responsibilities will include:Key Responsibilities:Providing top-notch customer service and support.Participating in operational workflows to ensure efficient...

  • Customer Service Specialist

    3 months ago

    Esher, Surrey, United Kingdom beBee Professionals Full time £20,000 - £30,000

    Customer-Focused Sales AssistantWe are seeking a highly motivated and customer-oriented Sales Assistant to join our retail team in Esher, United Kingdom. As a Sales Assistant, you will play a key role in delivering exceptional customer service and supporting the store's day-to-day operations.Key Responsibilities:Provide excellent customer service and assist...

  • Customer Service Associate

    7 days ago

    Esher, Surrey, United Kingdom beBee Professionals Full time £25,000 - £35,000

    Job OverviewWe are seeking a Customer Service Associate to join our team at beBee Professionals in Esher.Key Responsibilities:Engage with customers, providing excellent service and support.Participate in all aspects of the operational workflow.Collaborate with team members to meet and exceed goals.Compensation:The estimated hourly wage for this role is...

  • Customer Service Representative

    7 days ago

    Esher, Surrey, United Kingdom beBee Professionals Full time £25,000 - £35,000

    We are seeking a skilled Customer Service Representative to provide exceptional support to our clients in Esher, United Kingdom. The successful candidate will be the first point of contact for customers, handling queries efficiently and effectively.Responsibilities:Handle customer inquiries via phone, email, and chat platforms.Provide accurate information...

  • Customer Service Representative

    3 months ago

    Esher, Surrey, United Kingdom beBee Professionals Full time £25,000 - £35,000

    Job SummaryWe are seeking a highly motivated and enthusiastic Team Member to join our dynamic team at beBee Professionals in Esher. As a key member of our operational team, you will play a vital role in delivering exceptional customer service and contributing to our business success.Key ResponsibilitiesProvide outstanding customer service and support to our...

  • Customer Service Representative

    1 week ago

    Esher, Surrey, United Kingdom Tesco Partners Full time

    At Tesco Partners, we're committed to serving our customers, communities, and planet a little better every day. Our core purpose is to act as a responsible and sustainable business for all stakeholders.We offer a competitive salary of £25,000 - £30,000 per year, depending on experience.About the RoleThis is an exciting opportunity to join our team as a...