Based upon experience.
Esher, Surrey.
37.5 hours per week worked on shift basis between Monday-Saturday. Shifts worked as 5 x 7.5 hour shifts per week, between the hours of 07:00 and 20:00. These hours may vary in line with business needs

The Role

Reporting to the Team Leader the Assistance Administrator will be responsible for providing a proactive, professional and timely administration and support service for travel and medical assistance.

Key activities/main duties:

  • Managing the Assistance email box ensuring that service levels are achieved and an excellent customer service is provided.
  • Triage all emails received via the Assistance mailbox to ensure that the most appropriate action is taken.
  • Ensure that any complaints, high risk, high profile or urgent cases are identified and escalated to case manager, Team Leaders, Operations Managers or Account
  • Manager as appropriate.
  • Providing support for the out-patient administration function.
  • Identification of compliments and escalation to T&Q and Operations Managers.
  • Generating new case files and adding data to the Case Management System (CMS).
  • Obtaining information from third parties including UK GP practices in order to expedite the claims assessment process.
  • Utilise the correct resources and provide the most appropriate and cost effective solutions in line with company and client policies and procedures.
  • Provide call answering and connection service for specialised client as required.
  • Generating and sending notification documents to insurers to provide insurance claim information, including but not limited to the expected costs for each claim.
  • Reviewing claim data using Excel to identify errors, and correcting data to ensure a high quality of information.
  • Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
  • Sharing experience, knowledge and expertise with colleagues to ensure the best service is delivered at all times.
  • Contributing to a productive and team building working environment.
  • Participate effectively in team meetings.
  • Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
  • To take responsibility and ownership for ensuring compliance to departmental and companywide policies.
  • Participating in and completing any other duties as appropriate and as required.

Group Compliance Requirements:

There are various compliance requirements that all Healix group employees are required to abide by:

  • Ensure compliance in relation to the Financial Conduct Authority (FCA) regulations.
  • Abide by the Company’s Treating Customers Fairly policy and guidelines.
  • Adhere to all internal policies and processes relating to regulatory or compliance requirements.

As well as:

  • Comply with the Company’s IT and data security policy and ISO27001 requirements.
  • Comply with Data Protection requirements to ensure confidentiality of affairs.

The job holder may be required to attend further training/seminars/workshops and or gain accreditations in relation to the above compliance requirements, all of which will form part of the Key Performance Indicator’s (KPI’s) and Continuing Professional Development Plan (CPD) for the role and the job holder.

This job description is not exhaustive and may be updated as required to meet changing service demands.


Requirements, background, skills (hours, travel etc.):

  • Previous experience working in a customer service role desired.
  • Excellent written and verbal communication skills with excellent attention to detail.
  • Organised, methodical and thorough approach to work.
  • Must be able to speak and write English to native level.
  • Knowledge and experience of working within the travel insurance arena desired.
  • Excellent attendance record.
  • Excellent time-keeping.
  • Shows initiative with a positive, can-do and flexible approach to all tasks.
  • The ability to build positive relationships with their team, managers, clients and peers.
  • The ability to communicate professionally, accurately, and effectively via all methods of communication.
  • The ability to be responsive and empathetic to the needs of others.
  • The ability to communicate professionally, employing excellent listening skills.

How to apply

Please send your CV and covering letter to:

Human Resources Department
Healix Group of Companies
Healix House, Esher Green,
Esher, Surrey.
KT10 8AB.