Repatriation Consultant

Petersfield, Hampshire
Competitive salary package available
04 Jul 2017
04 Aug 2017
Job function
Customer Service
Full Time
Contract Type

Our Client provides a qualified specialist booking service for the World-wide Medical Emergency Assistance Industry and Out of Hours support for Business Travel Agents.

Their focus is on servicing World Wide Medical Emergency Assistance requirements with the pre-requisite of frighteningly stringent service levels and provable cost benefits. 

The have succeeded in establishing markedly favourable relationships with a significant proportion of the UK Insurance Industry and their ambitions now extend beyond International borders – to providing a Worldwide Centre of Excellence, supporting the Global Assistance Industry, based here in the UK.


Main Job Tasks and Responsibilities:

  • To offer and book travel and hotel accommodation to our Emergency Assistance clients creating viable itineraries at optimum value in an ‘immediate environment’
  • To creatively support and understand clients assistance needs and offer best professional advice to solve travel and transportation problems and timing, with care
  • To see through case management from enquiry through booking, to PTA set-up, follow-up, reporting, and MI capture whilst ensuring effective prioritisation and smooth operational work flow
  • To anticipate and implement fluid and evolving operational procedures to ensure growth of client satisfaction and share problem solving skills so maximising on the efficiency of the department and colleagues
  • To capture and inform colleagues and management of relevant new information regarding procedures, client and supplier relationships and needs, and be involved in contributing new ideas and standards in a growing business

Client / Supplier Liaison & Customer Service:

  • Develop and maintain rapport with client contacts and travel arrangers to ensure delivery of quality to meet client expectations
  • Respond to client enquiries and needs in an expedient, efficient and courteous manner whilst retaining individual personality, professionalism and flair
  • Ensure all client reports and MI requirements are completed accurately and in a timely manner.
  • Effectively liaise with management and finance when errors occur and to address any identifiable cause
  • Maintain good relations with all suppliers and cultures worldwide whilst anticipating, supporting and amicably resolving potential third party service delivery failures, so as to protect our clients’ best interests
  • Effect and support ongoing pre-emptive communication to travellers and travel arrangers to accurately manage client expectations of optimum service delivery
  • Ensure all ticketing and itineraries, both UK & overseas, are checked and produced to agreed time, accuracy and quality expectations
  • Ensure smooth and fully informative handover between shift teams and colleagues 

Skills and Attributes:

  • Technology – A working or previous history with Galileo
  • Communication – Interpersonal and telephone excellence
  • Planning – Can prioritise work load effectively
  • Organised – Well organised with an eye for detail
  • Pro-active – able to motivate, embrace challenge and use common sense

Shifts Operated:

24 hour office

4 shifts per 24hrs - mix and matching shifts to suit business and personal needs

Day 08:00 – 17:00            

Mid-day 10:00 – 19:00

Afternoon/Evening 13:00 – 22:00

(Night 22:00 – 08:00 (weekdays) and 21:00 – 08:00 (weekends)