Global Operations Coordinator

Crisis24; London; On-site; GBP 25,000 - 45,000; Full time

Job description

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

Based in central London, the Global Operations Coordinator will have strong customer service skills. Previous experience working in Medical and Security Assistance, Insurance, contact centre or customer service is preferred. Fluency in a second European language will be a significant advantage. The candidate will display flexibility and be able to adapt well to an ever-changing environment. You will be required to work 37.5 hours per week, and operational requirements may require flexibility in working hours and shift length. Working hours will be rostered across 7 days a week including flexibility to work hours at the weekend and Bank Holidays.

What You Will Work On

• Managing all elements of Medical and Security Assistance/Emergency Response service delivery professionally in an international setting and in line with company procedures.
• Key responsibilities include (but not limited to): Inbound & outbound call handling, email handling, case management, diary management, customer, client and stakeholder liaison.
• As the initial “face” of Crisis24 you are an ambassador for excellent customer service delivery and operational excellence.
• Adhering to telephony and case handling Service Level Agreements.
• Opening all new cases in the Crisis24 case management system ensuring the calls are handled appropriately, adhering to client SOPs (Standard Operating Processes) and first call protocols and integrity of data captured.
• Seamlessly triaging calls and interface with other teams including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders.
• Opening and managing queries, Pre-Trip and Travel Assistance, Medical Advice and Referral and Outpatient cases as far forward to closure, escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing management.
• Monitoring and managing the 24/7 email inbox.
• Managing claims and billing queries (calls and emails).
• Prepares case management reports for clients to document actions undertaken.
• Supporting efficiencies by closing all suitable Global Operations Coordinator cases on the day.
• Supporting case management and closure on the Medical Specialist team’s agenda.
• Be responsive and empathetic to the needs of clients, customers and colleagues.
• Takes a proactive approach to information security and report any information security incidents or potential information security threats to the Information Security Officer.

Who You Will Work With

In this role, you will interact with your peers within our Follow-the-Sun model within our global team of medical and security assistance coordinators and coordinate cases. You will also interact with our network team to assist clients in delivering services.

What You Will Bring

• The ability to stay calm and work well under pressure in a busy and fast-paced environment.
• The ability to multitask and manage various activities.
• Effective time management and the ability to prioritize workload.
• Excellent English communication skills – both verbal and written.
• Fluency in a European language will be an asset but not essential.
• Empathy towards customers facing health/security situations overseas, clients and colleagues.
• The ability to take ownership of problems and resolve them.
• The ability to work in diverse teams with a global mindset, including cultural sensitivity, language skills, and the ability to communicate effectively across borders with both clients and our global network of providers.

Benefits

• The annual leave year runs from 1 January to 31 December. Your paid annual leave entitlement will be 25 days per annum (pro rata for part-time hours).
• Group Life Assurance effective upon commencement of employment. Death in Service pays out at 4x base salary.
• Employee Assistance Program effective upon commencement of employment. Full details will be provided after joining the company.
• A Discretionary Bonus Scheme, effective in the year following your employment, and based on company performance in the previous fiscal year.
• Group Pension Scheme, to which you will be automatically enrolled from the beginning of the third month following start date:
  • We will match your contributions up to 5%. The minimum contribution you can make to the scheme is 4%.
  • You will be entitled to opt out should you wish.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.