assistance case coordinator.

• Permanent positions available
• Full time hours Monday - Sunday rotating roster
• $85,000 + Superannuation
• 10% yearly bonus
• Appealing location with convenient access to public transport, wide selection of shops, cafes, restaurants within walking distance
• Team engagement days
• Employees have access to various benefits including salary packaging services, discounts at restaurants and shops, and wellness resources
• 4 weeks of in depth training (all on-site)
• 50% hybrid role after training
• Laptop, headset and dual monitor allocated for WFH set up.
• Great workplace culture and excellent development/ career opportunities

The Assistance Coordinator is responsible for managing all case activities related to our clients 24/7 business. The role ensures our clients customers are provided guidance and support when they endure the unexpected during their trip.To align with the company strategy, Our clients focus is to maintain a customer centric experience. To deliver on this, The assistance coordinators must be consistently available and responsive to our customers 24/7. As an expert advisory service, the Assistance coordinator will work collaboratively with multiple stakeholders to safeguard customers and strive to provide an exceptionally high quality experience and outcome.

Key Responsibilities:

• Consistent in demonstrating strong listening, verbal and written communication skills.
• Remaining calm and compassionate in a crisis or adversity
• Work in close liaison with Clinical experts to manage potential risks, timely case actions and achieve optimal outcomes for customers.
• Prioritisation of case activities using risk management assessments to protect well- being whilst delivering a high-quality service.
• Engage with internal stakeholders and third parties for direction on liability decisions and placement of Guarantee of Payments
• Partner with the Assistance Leadership team to drive customer and productivity centric outcomes and help identify how to enhance our services and value to the business.

Key expectations:

• Customer requests for assistance are resolved attentively and timely.
• Quality and Proactive Case coordination resulting in excellent customer experiences and outcomes.
• Meet & exceed KPIs and regulatory requirements.
• Demonstrate professional and effective working relationships with internal and external stakeholders
• Consistently displaying a positive and constructive approach to change, leading by example.
• Create a culture of ‘one team’ across physical and remote working locations

Essential Experience and Qualifications:

• 2 years Assistance Operations or call centre experience
• Excellent multi-tasker in fast paced environment
• Exceptional written, verbal and interpersonal communication skills
• Strong in English speaking communications, multilingual is highly regarded
• Competent in computer/IT skills
• Knowledge of General/ Insurance Industry
• Highly developed interpersonal, communication and negotiation skills.

Desired Experience and Qualifications:

• Qualification in General insurance or financial services
• 1-2 Experience front-line Operations and General insurance
• Highly developed interpersonal, communication and negotiation skills.

Our recruitment process:

Please note that our team is currently shortlisting for multiple Assistance coordinators for a 16/09 start date. This process will include attending an interview with Randstad as well as an assessment centre. Successful candidates will require 2 X reference checks from recent employers prior to commencement of employment. Applicants must have permanent working rights in Australia and must be able to pass a criminal history check

Apply now or email your updated CV to @brisbaneassessmentcentre@randstad.com.au

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.