Customer Service Liaison

1 month ago


Brighton, Brighton and Hove, United Kingdom AIG Full time

We are seeking a highly skilled Medical Assistance Coordinator to join our team at AIG Travel EMEA Limited.

About the role:

As a Medical Assistance Coordinator, you will be the first point of contact for our customers across the globe who require medical assistance while traveling for leisure or for business.

Key responsibilities:

  • Provide practical help through finding solutions and advice to customers who may be distressed or vulnerable
  • Liaise with our in-house Medical team to coordinate medical assistance and emergency medical travel services for customers
  • Provide customer service support regarding policy cover, monitoring, and reporting on patient status and coordination of travel emergencies
  • Provide pre-travel advice, arrange medical appointments or hospitalization abroad, and coordinate air ambulances
  • Ensure all case handling is accurately documented in our system
  • Proactively handle escalated calls and ensure complaints are resolved
  • Work towards targets and key performance indicators (KPIs) to achieve business objectives

Requirements:

  • Previous experience within a Contact Centre environment and previous insurance experience would be beneficial, however, full training is provided
  • Resilient, driven, and self-motivated with a willingness to learn
  • Excellent written and verbal communication skills with empathy, respect, and patience
  • Customer service experience
  • Ability to multi-task and prioritize workload to meet targets and deadlines
  • Basic computer skills, proficiency in Outlook, data entry, good numeracy, literacy, and attention to detail
  • Ability to handle difficult conversations and solve problems

What we offer:

  • Comprehensive training and ongoing development
  • Competitive salary and bonus scheme
  • 25 days annual leave, plus bank holidays
  • 2 paid volunteering days each year
  • Optional private health insurance (including access to Bupa virtual GP service)
  • Life insurance and income protection
  • Excellent non-contributory pension scheme
  • Cycle to work scheme
  • Employee discounts and cashback on thousands of retailers


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