Job Description

Customer Service Coordinator
If you are looking for a role where no two days are the same and where making a difference is an everyday occurrence, then please read on..
We are looking to recruit candidates with great Customer Service skills to work as Assistance Coordinator in our Healix Government (HMG) Contract team, based in Esher.
Healix has been providing healthcare and risk management solutions to clients around the world since 1992, offering bespoke services to clients who want control over their health, travel and risk provision.
As a result we have an impressive list of clients - ranging from governments, broadcasters, NGOs to international corporations, major insurers and more.
We offer a welcoming, friendly and supportive working environment. At Healix, we truly believe that 'our people' are at the heart of our success; employees are treated with dignity and respect and are always encouraged to reach their full potential.
In this role, the main purpose is to:
Provide a proactive and timely, remote medical assistance service to UK government employees and dependants based overseas, with a strong focus on customer service.
Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the members, the clients and Healix.
We welcome applications from individuals of all backgrounds and characteristics. If you require any support in accessing this opportunity, please do get in touch to discuss the further.
Hours:
4 days per week giving a week total of 36 hours
full-time shift basis including weekends and in line with business requirements.
The shift times vary between 8am and 10pm, with a 30 min lunch break.
About the role
KEY ACTIVITIES AND RESPONSIBILITIES

• Handle calls with empathy and focus on customer needs through effective questioning and listening. Document calls accurately.

• Ensure written communication is clear, concise, and relevant, with easy-to-follow actions and notes in the Case Management System.

• Develop care plans with the medical team and provide payment guarantees for HMG staff and dependents.

• Monitor ongoing cases based on medical team direction, ensuring support is appropriate, considering local facilities, patient needs, and cost.

• Prioritize workload to address the most urgent cases promptly.

• Provide repatriation support with the medical team to ensure safe, cost-effective travel.

• Liaise with HMG clients to address costs, welfare issues, and case escalations. Ensure cost comparisons are accurate and comprehensive.

• Escalate urgent matters to Senior Coordinators and Operations Managers when needed.

• Share knowledge and expertise with colleagues to ensure top service.

The ideal candidate will have strong case management skills, understanding medical matters, and applying HMG policies effectively.
REQUIRED SKILLS AND EXPERIENCE
We seek a candidate with:

• Experience in telephone-based or face-to-face customer service (preferred).

• The ability to be responsive, empathetic, and offer effective solutions.

• Professional communication with excellent listening skills.

• Strong written and verbal skills, with native-level English proficiency.

• Ability to understand the varying needs of members, welfare teams, and clients for effective case management.

• Ability to liaise with all team members and clients to move cases forward.

• A positive, can-do attitude.

• Ability to work calmly under pressure.

• Availability for a 7-day rota.

Foreign language skills are a plus but not required.
About the company
All around the world, Healix safeguards people's health and wellbeing.
Required Criteria

• Early, middle and late shift pattern, Monday to Sunday, including Bank Holidays
• Ability to commute to the Esher office
• English communication skills, both verbal and written, to native standard
• Problem solving, managing priorities and ability to cope working under pressure

Desired Criteria

• Foreign, European languages
• Previous experience in customer services, ideally in travel industry or in medical assistance

Skills you'll need

Skills Required