Travel Assistance Case Manager

About the role

Zurich Cover-More's Travel Assistance unit, which supports its travel insurance brands and operates 24/7 from global assistance centres, is hiring a Travel Assistance Case Manager in Brisbane. You will be the first point of contact for travellers in emergency situations such as lost baggage or medical emergencies, giving calm, clear and compassionate support. The role starts on 3 November 2026.

Key responsibilities

• Be the first point of call for travellers in emergency situations, whether for the traveller, family member or provider.
• Use critical thinking and problem-solving to give tailored advice to real-world problems.
• Provide emotional support and reassurance, keeping a calm and empathetic demeanour.
• Work with the team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, telehealth solution, security specialist or allied health professional.
• Facilitate payment and guarantee of facility and vendor bills.
• Help travellers understand the services available to them.

Required profile

• A genuine desire to help people and save lives.
• Strong communication skills, staying calm and resolving conflict under pressure; resilient and empathetic.
• Openness to learning, with the employer teaching everything else needed.
• Ability to follow processes to give quick and accurate assistance.
• Availability for a rotating roster of eight 10-hour shifts per fortnight between 7 AM and 9 PM.

What we offer

• Hybrid work: 3 days in the office and 2 days from home.
• Comprehensive onboarding, continuous professional development and career growth opportunities.
• Annual and personal leave, anniversary leave, volunteer leave and a paid parental leave scheme.
• Complimentary travel insurance.