Customer Service Coordinator - Assistance International Team

Job Ref
Closing Date
Advertised Range (External)
£19,200 + 30% shift allowance
Fixed Term Contract Full-Time
Location : City

Job Purpose



Customer Service Coordinator – Assistance International Team

Full time position -  12 month fixed term contract

£19,200 + 30% shift allowance

Our Customer Service Coordinators provide a frontline service to our customers and their families who are taken ill or have had an accident during a trip abroad. These are difficult situations which require empathy and sensitivity and it is vital to Ageas that you provide an efficient and effective Assistance and Claims service for our customers.

Coordinators will be dealing with sensitive issues and need to communicate with people at all levels e.g. hospital admin staff, doctors, nurses, Embassies, Police authorities etc and will ensure that Data protection and Patient confidentiality are adhered to at all times.

Main duties and responsibilities will include but are not limited to:

  • Taking incoming, and making outgoing calls to our customers and third parties
  • Arrange emergency medical assistance to Ageas customers
  • Air-ambulance repatriation and repatriation with medical escorts
  • Organise early return flights due to the illness of a relative in the UK
  • Setup new claims and make payments where appropriate
  • Find solutions for customer’s individual circumstances
  • Work shifts to provide 24 hour cover and to take Travel Claims overflow FNOL calls 08:00 – 18:00. All calls from 18:00 – 08:00 and at weekends
  • To handle OOHs FNOL calls for all Ageas Products, Motor, Household, BMU and Commercial and  overflow and OOHs calls for Travel Claims 

 Knowledge, Skills and Experience


  • Knowledge of a 2nd European language is essential (preferably Spanish)
  • Ideally a degree or equivalent or experience of living abroad where cultural and language differences exist. Success in exams would be an advantage
  • Supportive of other team members and demonstrates flexibility within the team
  • Demonstrates a high standard of written and verbal communication skills
  • Focused on the customers’ needs and deals sympathetically and reassuringly with callers who may be distressed and in a difficult situation
  • Awareness of human anatomy and medical terminology preferable
  • Good keyboard skills and the ability to work with the Office package 

What’s in it for you?

As much as we value customers, we also value you. In your Assistance International Coordinator position you can enjoy a comprehensive range of flexible benefits options – such as company pension, 23 days holiday (you can buy or sell up to 5 days) rising to 25 days after 3 years, a car lease scheme, life and health schemes and an annual bonus. We have a wealth of well being activities and our people enjoy discounts on company products and with a wide range of retailers & gyms.

 About #AgeasUK

We’re a leading provider of award-winning insurance solutions in the UK, distributing our Personal and Commercial products through brokers, intermediaries, affinity partners and the internet. We have two consumer brands – Back Me UP and RIAS – and partner with some of the nation’s most well-known brands, such a John Lewis, Age UK, Toyota, Virgin Money and General Motors. We also hold a 50.1% share in Tesco Underwriting, providing home and motor insurance to Tesco Bank customers. Insuring around five million customers and working with a range of partners, we are recognised for delivering consistent and high-quality customer experiences. We employ around 4,000 people with offices based across the UK.









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