Redion Australia is part of a global insurance and assistance provider, with over 60 years of experience in helping millions of people worldwide. Our mission is to make customers lives easier by providing relief during stressful situations and ensuring convenience and safety in their everyday lives. We aim to be the most reliable care company in the world, building trust through our commitment to being there at all times
The Opportunity
We are looking for a proactive and customer-focused Assistance Case Coordinator to join our 24/7 Travel Assistance team. In this role, you will be responsible for managing a diverse caseload, supporting travellers both domestically and internationally when they face unexpected events during their journey.
As part of a global assistance network, you will deliver a seamless, customer‐centric experience—ensuring travellers receive timely guidance, practical support, and high-quality outcomes. Working closely with clinical experts, internal teams, and external partners, you will play a critical role in safeguarding travellers and delivering exceptional service.
Reporting to the Assistance Team Leader, this is a fast‐paced and rewarding role where no two days are the same.
Key Responsibilities
Case Management
* Take ownership of a caseload, managing medical and non‐medical assistance cases
* Provide timely, proactive support to travellers in line with service expectations
* Prioritise case activities using risk assessment to ensure traveller safety and wellbeing
* Maintain accurate and detailed case records across all systems
* Remain calm, empathetic, and solutions‐focused during high‐pressure or crisis situations
* Ensure all activities meet agreed service levels and operational standards
* Work closely with Clinical teams to identify risks and achieve optimal outcomes
* Provide guidance on policy coverage and financial assistance requirements
* Liaise with internal stakeholders and third parties regarding liability decisions and guarantees of payment
* Coordinate with global network partners to support care delivery and traveller movement
* Arrange travel logistics for travellers and their companions as required
* Manage complaints and dissatisfaction in line with company procedures
* Ensure compliance with privacy, identification, and governance requirements
Stakeholder Management
* Collaborate with internal teams to address risks, delays, or service challenges
* Coordinate communication between stakeholders to ensure smooth case progression
* Support leadership in driving customer‐focused and productivity outcomes
* Contribute to improving service delivery and enhancing business value
* Contribute ideas and insights to enhance the customer experience
* Support initiatives aimed at improving the travel assistance journey
* Actively participate in team engagement activities and business initiatives
* Communicate effectively to ensure clear and consistent information sharing across teams
* Assist in organising and facilitating team meetings and updates
* Comply with Workplace Health & Safety standards and promote a safe work environment
* Support peers in managing emotionally challenging cases, including debriefing when required
* Adhere to the Code of Conduct and all compliance frameworks
* Identify, report, and manage risks in line with company policies
About You
* Minimum 2 years' experience in Assistance, Travel Operations, or a call centre environment
* Strong ability to multitask in a fast‐paced, high‐pressure setting
* Excellent written, verbal, and interpersonal communication skills
* Highly organised with strong time management skills
* Tech‐savvy with solid computer and system skills
* Knowledge of General Insurance and/or Travel Insurance
* Strong problem‐solving and decision‐making ability
* Professional, empathetic, and customer‐focused approach
What You'll Bring
* A calm and resilient approach in challenging situations
* A strong commitment to delivering exceptional customer service
* The ability to collaborate across teams and stakeholders
* A proactive mindset with a focus on continuous improvement
Why Join Us?
* Be part of a global organisation supporting travellers worldwide
* Work in a dynamic 24/7 environment where every day is different
* Supportive team culture with opportunities for growth
* Make a real impact by helping people in challenging situations
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