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Customer Service Executive

International SOS Assistance UK Limited

Name: International SOS Assistance UK Limited

English, German, Polish
Code: 1460
West London - London, United Kingdom, W4 5YE
£ 22,000

International SOS is the world’s leading medical and travel security risk services company with 11,000 employees. We provide a world class offering for travellers and expatriates. Every single day we are making a difference in people’s lives and able to support them when they need it the most. We offer our employees a dynamic, friendly and multi-cultural environment to work in. Due to expanding business, we have an exciting opportunity to join our operations team within our TRICARE department. TRICARE is the U.S. Department of Defence worldwide health care program available to military personnel overseas.

Customer Service Executive (known as an Operations Coordinator)

International SOS is currently looking for customer-focused individuals to join the team of Operations Coordinators based at the flagship office in Chiswick, West London on the 27th of February 2017. The role is a busy, varied role requiring high levels of client liaison internationally.

Key responsibilities:

You will work in our 24-hour assistance centre alongside our medical team. You will join our busy international environment in a role that requires on-going client liaison and strong attention to detail. You will provide support and advice by telephone or electronically to all levels of U.S.military personnel and dependants, who require assistance in finding a doctor/hospital and booking appointments in our Europe, Middle East and Africa region. You should be able to manage customer expectations with a sense of responsibility and urgency, and adhere to company policy and standards. Other responsibilities include:

Receiving calls from client members, military facilities, hospitals, clinics and beneficiaries
Providing first point of contact information as required
Documentation of all matters relating to the requests
Dealing with requests for assistance and information in a timely and professional manner
Organise range of medical assistance services for clients
Updating the local medics and clinics, appointments for client members
Updating and maintaining the internal system with case notes
Document all matters relating to request
Ensure case notes are managed, communicated and prepared for handovers
Monitoring of medical repatriations and evacuations
Ensure providers and suppliers are up to date with current information
Ensure compliance at all times with the Procedural manuals and guidelines
All administrative duties and case note logging as required
Working Hours:

You will be required to work a 37.5 hour week, worked as three 12 hour shifts (8:00am to 9pm), 3 days on 4 days off, including nights (1 month every 4 months) and weekends.

Required Skills:

Excellent written and spoken English, a second language (German, Polish preferred)
A positive, customer-focused attitude, and experience handling inbound/outbound calls and emails
IT literacy and proficiency in the usage of contemporary computer software including Microsoft Outlook and Word
Intercultural sensitivity
Effectively multi-task, prioritise workload, help solve problems and identify solutions
Ability to multi task and handle several requests at the same time, prioritising tasks appropriately

What we can offer you:

Full time (8 weeks) paid induction training, regular coaching to support and develop your skills
Structured and long-term career progression
Salary: £22,000, Corporate benefits, 5% Night shift allowance
Work schedule 4 to 6 weeks in advance
Pension scheme, BUPA membership, CIGNA dental plan, childcare vouchers, regular performance reviews

Recruitment Process:

Short telephone interview/introduction (15 minutes)
Verbal Reasoning test (online; 30 minutes)
Assessment Centre on the 3rd of February (10am - 2pm)
Occupational Personality Questionnaire (online)
2nd Interview (1 hour)

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