Emergency Assistance Case Manager – Night Shift

First Assistance NZ Ltd | Ellerslie, Auckland

Be the calm voice someone needs when an emergency happens far from home.

About the Role

At First Assistance, we help international travellers, expatriate workforces, and visitors to New Zealand and Australia when they need support most. Join a close-knit emergency assistance team and make a meaningful difference on every shift.

When a traveller faces an emergency on the other side of the world, your calm approach, empathy, and resourcefulness can make all the difference. We’re looking for resilient people who enjoy solving problems and genuinely care about helping others.

You’ll work alongside down-to-earth, supportive colleagues, tackling medical, travel, and logistical challenges with practical thinking and a can-do attitude.

Your roster: Full-time, office-based in Ellerslie, Auckland. Fixed night shifts from 10pm to 7am, working 4 nights on, 4 nights off.

During your night shift, you’ll support travellers in destinations including the Middle East, the UK, Europe, and the west coast of the US. You’ll provide reassurance and coordinate with travellers, providers, clients, and other key stakeholders to help achieve the best outcome.

Set up for success: Your journey starts with 12 weeks of comprehensive training, Monday to Friday during standard office hours. Once trained, you’ll move onto your night-shift rotation with your team in the office.

Key Responsibilities

·        Support people in need: Offer genuine care, reassurance, and practical support to travellers facing emergencies.

·        Coordinate emergency cases: Bring together medical, travel, and logistical assistance to help travellers navigate difficult situations.

·        Keep people informed: Maintain clear, timely verbal and written communication with travellers, providers, and clients.

Requirements

·        Night-shift experience: Experience working full night shifts is essential.

·        Relevant industry experience: Previous emergency assistance experience in travel, medical, insurance, or another relevant industry is desirable.

·        Global geographical knowledge: An expert understanding of world geography.

·        Travel experience: Being well-travelled is highly valued and is a benefit in this role.

·        Languages: The ability to speak more than one language is an advantage.

·        Qualifications: A tertiary qualification is preferred.

Skills and Attributes

·        A can-do attitude: You approach challenges positively and look for practical solutions.

·        Clear communication: You bring excellent communication and problem-solving skills.

·        Resilience and empathy: You stay composed while treating people with care and understanding.

·        Team spirit: You collaborate well and contribute to a positive team environment.

·        Self-motivation: You work confidently under pressure and take a proactive approach.

·        Computer confidence: You have good computer skills.

What We Offer

·        Comprehensive training: Build your confidence with practical, on-the-job training.

·        A supportive team: Work with colleagues who value collaboration and support.

·        Recognition: Long service awards that acknowledge your dedication.

·        Wellbeing support: Access to our Employee Assistance Wellbeing Programme.

·        Insurance benefits: Health insurance and personal travel insurance.

·        Time away from work: A fixed roster of 4 nights on, 4 nights off.

Ready to make a difference when it matters most? If you’re looking for a challenging, rewarding role where empathy and problem-solving go hand in hand, click APPLY and submit your resume and cover letter.

A police check will be required as part of the application process.

Diversity policy

First Assistance is an equal opportunity employer committed to diversity and inclusion. We select candidates based on the needs of the role and their individual strengths. Please let us know if you need any health-related accommodations during recruitment or in the workplace. Learn more about us at www.firstassistance.com.

Career building

Make a positive impact today while building skills for your future. Within our operations, there are opportunities to develop into Senior Case Manager, Team Leader, and specialist emergency assistance roles.

To Apply
Please apply with your CV and a cover letter outlining your relevant experience and interest in this role. Visit www.firstassistance.com to learn more about us.