Travel Assistance Case Manager

OverviewAt World Travel Protection (WTP), protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens while travelling. Our extensive experience in global travel risk management positions us as the go-to-choice for travellers worldwide. Trusted by globetrotters, corporate risk managers, and organizations around the world, we specialise in preparing travellers for potential threats and offering assistance when they need it most. WTP is part of Zurich Cover-More, the second largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA. WTP & Zurich Cover-More are a subsidiary of Zurich Insurance. WTP operates in a niche space within Zurich and Zurich Cover-More, providing Travel Risk Management services on behalf of our clients to travellers worldwide.What’s our mission?Protecting travellers – and supporting those responsible for their safety – is our business. We operate 24 hours a day, seven days a week from our 3 operation centres in Australia, Canada, and the United Kingdom, responding to the cries for help we receive from travellers across the globe.What’s the job?Our Travel Assistance Case Managers are responsible for providing our customers with the after care and logistical problem solving support they need when something goes wrong in their travels. High-performing, empathetic and multilingual, our Case Managers are great at what they do: bringing travellers home safe, or helping them continue on with their travels as needed. Driven and focused, they build strong relationships and deliver accurate, on-time service in high-stakes situations. In this role:You’ll be taking calls from travellers when they get into emergency situations while travelling – whether lost baggage or a medical emergency, you’ll be there to help solve their problemYou’ll be focussed on providing a great experience every time – whether for the traveller, family member or providerYou’ll use your critical thinking and problem-solving skills to provide tailored advice to real-world problemsYou’ll provide emotional support and reassurance to travellers in distress, maintaining a calm and empathetic demeanour throughout each call and caseYou’ll work with our team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, telehealth solution, security specialist, or allied health professional for medical and / or security emergenciesYou’ll facilitate the payment and guarantee of facility and any required vendor billsYou’ll help travellers understand the services we are there to support them withAvailability note: you must be available to start work from 19th January 2026.What are we looking for?We are looking for team members who have a genuine desire to help people and save lives. We need our Case Managers to be resilient, empathetic and think critically – if you’re willing to learn, we will teach you everything you need to know.You’ll have great interpersonal skills and know how to look after travellers and respond with empathyYou’ll have strong problem solving and decision-making skills, and can follow processes to provide quick and accurate assistanceYou’ll thrive in a fast paced, dynamic environment and be open to changeYou’ll have great conflict resolution skills to help customers in stressful situationsYou’ll need to be available to work four 10-hour shifts per week, across a 7-day rotating roster between the hours of 7am - 10pmYou’ll be professionally proficient in English and DutchMore than anything else, you’ll have a passion for helping othersWhy choose us?We value optimism, caring, togetherness, reliability, and determination.We have more than 2900 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach – after an initial training period – ensures our employees maintain work-life balance with the flexibility of 2 days in the office and 2 days working from home.Career growth. This is an extremely exciting time for us at World Travel Protection, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.We also offer some fantastic benefits including :Travel insuranceHealth insuranceLife insuranceIncome protectionCompany subsidised pension25 days annual leaveShort term incentive planEmployee reward and recognition schemeFlexible working opportunitiesCompetitive family and parental leave programEmployee assistance programFitness reimbursement schemeVolunteering leaveOnline learning and training opportunitiesProfessional membershipWork anniversary leaveApply today and let’s go great places together#LI-Hybrid #J-18808-Ljbffr