Assistance Coordinator.

The Company:
Our client a global medical & security travel assistance company is expanding their Asia Pacific presence and continues to establish Melbourne as a major regional hub.
 
With significant investment underway, the organisation is strengthening its assistance capability to support growing demand across the region. This is a fast-moving, people-focused environment where empathy, professionalism and teamwork underpin every interaction.
 
The Role:
We are seeking an Assistance Coordinator to join the team commencing either 7th or 14th September. 
 
This role provides front-line support to individuals who require travel or medical assistance, ensuring a calm, reassuring and solutions-focused experience for every caller.
 
Coordinators respond to inbound requests, assess needs through effective questioning and create detailed case files that guide customers through their journey.
 
A large part of the role involves managing cases from beginning to end, confirming eligibility, gathering information from multiple parties and maintaining regular communication to ensure smooth progression.
 
Coordinators also play an important part in recognising situations that require escalation and seeking guidance where needed.
 
What You Will Be Doing:

• Responding to calls with empathy, clarity and professionalism
• Creating and maintaining accurate case files
• Managing cases through to resolution and ensuring timely updates
• Confirming eligibility and entering clear and accurate information
• Liaising with third parties to support assessments and decision making
• Escalating urgent matters to senior team members when required
• Working calmly under pressure in a high-volume environment
• Contributing to a positive and supportive team culture

 What We Are Looking For:

• A willingness to work shifts between 8.00am and 8pm on a rotating roster Monday to Sunday.
• Experience in a customer-facing role where communication and care were central
• Any experience in Travel Coordination/Bookings, Travel Assistance or Travel Insurance Claims Processing would be highly desirable.
• People who are well travelled and/or people who may have had the need for some form of assistance overseas. High degrees of empathy are crucial in this role.  
• Highly effective written and verbal communication, with the ability to listen deeply and respond appropriately
• The proven ability to multi task.
• Confidence in managing multiple conversations and tasks at once
• The ability to remain composed during high-pressure or emotionally sensitive situations
• Someone who is comfortable following structured processes while still thinking on their feet
• Proficiency with Microsoft Office and general administrative capability
• A genuine desire to help people when they need it most

What's on Offer:
This is an opportunity to join a growing and well-supported team as our client strengthens their assistance operations across the region.
 
You will receive full training, work within a collaborative environment and become part of an organisation that values professionalism, care and continuous development. A rotating shift structure provides variety, and there is ongoing opportunity to broaden skills as the Melbourne hub grows.
 
Remuneration:
With a base salary inclusive of shift work allowances plus superannuation, this role is an attractive option.
 
Next Steps:
If you feel confident this role aligns with your skills and you are ideally available to start either 7th or 14th September 2026, we welcome your application.
 
Please submit a tailored resume and a short introduction explaining why you align to this opportunity.