International Operations Responder-Circa £23,500-Christchurch


International Operations Responder-Circa £23,500-Christchurch


International Operations Responder required to join our client, a well-established company based in Christchurch. The successful candidate will be responsible for overseeing the handling of international incident reports, resource dispatching, emergencies and communications. The suitable candidate will be a problem-solving leader, critical thinker and detail orientated individual.


  • Ability to handle stressful situations while staying calm during reported emergency incidents
  • Ability to operate within a fast-moving environment and adapt to ever changing operational requirements
  • Ability to coordinate and prioritise tasks with little guidance and within competing timelines in a fast-moving environment and adapt to changing operational requirements
  • Ability to carry responsibility calmly and professionally
  • Ability to understand complex problems, making decisions and taking effective action
  • Have knowledge of case management software (CMS)
  • Initial response to client situations across the globe following dedicated standard operational procedures
  • Case management of medical and security assistance calls in line with individual client requirements
  • Notify and collaborate with client stakeholders on traveller assistance cases and management of the process
  • Manage the Interactive Communications Platforms launch during managed cases
  • Be familiar with our clients and their specific day to day needs as well as their emergency procedure requirements
  • Administer and maintain data using a range of specialist software and internal security software
  • Ensure daily operational communications are conducted to standard
  • Maintain and deliver agreed Key Performance Indicators (KPIs) to achieve business objectives and ensure defined Service Level Agreements (SLAs) are met
  • Effectively manage all aspects of the case lifecycle, including case notification, verification, authorisation, task reassignment/case handover and case closure
  • React accordingly to the customers situation and their needs to deliver superior customer service, this may include using empathy, handling crisis or grief, liaising with relatives and providers, taking ownership and responsibility of situations and problems
  • Review and develop existing process and procedures in line with client requirements
  • Contribute to regular team meetings, and provide support or guidance to peers
  • Ensure effective handover and/or feedback to deliver 24/7 coverage
  • Escalate issues, risks, ideas/suggestions to the line manager as needed to ensure business effectiveness and processes continue to be fit for purpose
  • Provide ad-hoc support

Key Skills and Requirements:

  • Self-motivated, able to work on own initiative
  • Be able to follow and develop processes
  • Be confident liaising with clients and suppliers
  • Excellent communication and administration skills, both written and verbal with the ability to communicate at all levels of the business
  • Excellent customer service skills and professional telephone manner
  • Excellent computer skills with proficiency in MS Office, particularly Excel and Outlook and an aptitude to learn new, relatively complex systems
  • Worldwide geographical knowledge is desirable, with an active interest in current affairs
  • Being bilingual would be an advantage

Hours and Benefits:

  • 40 hours on rotational shift pattern to include days, nights, weekends and bank holidays
  • Holiday: 30 days inc bank holidays – will increase after 2 years’ service to a max of 33 days
  • Pension (after 3 months service), Death in service (4 x salary), Incapacity benefit, Parking on site – first come first serve basis, shower facilities, buying, selling and carrying forward holiday, onsite restaurant, membership to the East Christchurch sports and Social club, lunchtime fitness classes with showering facilities and cycle to work scheme

If you are interested in the International Operations Responder role please submit your application or contact Hannah Darby on the Office and Commercial Team.

Bond Williams Professional Recruitment are an equal opportunity employer and operate as an Employment Business and Recruitment Agency

Job Reference: BBBH12203

Salary: £21000.00 - £23500.00 per annum

Salary per: Annum

Job Duration:

Job Start Date: ASAP

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Job Location: ,

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Bond Williams Professional Recruitment are an equal opportunity employer and operate as an Employment Business and Recruitment Agency

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