MAYDAY Recruitment is excited to be partnering with a globally recognised leader in travel assistance, medical support and travel risk management, seeking compassionate and customer-focused Travel Assistance Case Managers to join their Brisbane team.

This is a unique opportunity to build a rewarding career where you'll support travellers during some of their most challenging moments. Whether assisting with medical emergencies, travel disruptions or urgent support requests, you'll play a vital role in helping people when they need it most.

What's in it for you?

- Full-time permanent position

- Excellent career progression opportunities within a growing global organisation

- Comprehensive paid training and ongoing professional development

- Hybrid working model with flexibility to work from home after training

- Brisbane CBD location

- Rotating roster of eight 10-hour shifts per fortnight between 7:00am and 9:00pm

- Supportive and collaborative team environment

- Complimentary travel insurance and additional employee benefits

- Meaningful work where you can make a genuine difference in people's lives every day

The Role

- Customer Service – Respond to inbound calls from travellers requiring assistance, delivering exceptional service and support during stressful situations.

- Problem Solving – Assess customer circumstances and determine the most appropriate course of action to achieve positive outcomes.

- Case Management – Coordinate assistance services,



healthcare providers and travel-related support both domestically and internationally.

- Communication – Liaise with travellers, family members, medical professionals and service providers to ensure cases are managed effectively.

- Administration – Maintain accurate records, case notes and customer updates while managing multiple systems simultaneously.

- Delivery Focus – Consistently provide a high standard of customer care while adhering to service standards and operational procedures.

The Ideal Candidate

- Demonstrated experience in a customer service, contact centre, travel, healthcare or emergency assistance environment

- Strong communication and interpersonal skills, with the ability to build rapport quickly

- Exceptional empathy and resilience when dealing with sensitive or emotional situations

- Excellent problem-solving and decision-making abilities

- Strong attention to detail and ability to accurately manage administration tasks

- Confidence using multiple systems while speaking with customers

- Ability to remain calm and skilled under pressure

- Additional language skills such as Spanish, French or Italian would be highly regarded
- A genuine passion for helping others and delivering outstanding customer experiences

If you're looking for a career where no two days are the same and your work genuinely makes a difference, we'd love to hear from you!

📌 Case Manager - Travel Assistance (Brisbane)
🏢 Mayday Recruitment
📍 Brisbane