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Customer Service - German Speaker - Medical and Travel Insurance

Full Time
Job Sector:
Administration / Office Work, Customer Service, Financial Services / Insurance, Sales, Medical
South Wales
Salary description:
£16, 450
Start Date:
Global Response Ltd
Job Ref:

Customer Service - German Speaker - Medical and Travel Insurance


Full Time

Entry Level

IMG Global Response provides medical assistance and claims handling services to travel insurance policy holders and corporate clients across the globe.  Our UK-based operations centre provides round the clock medical assistance to policy holders who suffer injury or illness while travelling overseas, and our dedicated claims team handles a huge range of travel claims from lost luggage to pet care.

IMG is looking for a German speaker to join our Claims Administration team!  The administrator's role is different day to day.  Clients call in from all over the world needing our assistance - whether they have been bitten by a monkey in Thailand or lost their luggage in Greece.  Our administrators must be calm and organised, as you will be handling a situation with worried clients and families.  This is a very fast-paced, exciting role with the potential to progress through the company.  

Why work for IMG?

  • Robust training program means you don't need previous experience
  • Career progression
  • Make a difference every day with the clients that you meet
  • Brand new office with ping pong table and board games!
  • Casual dress code
  • So many snacks!
  • and more!


  • To act as the first touch point for incoming emails, referring where necessary to the appropriate Claims Handler. 
  • To set up new cases and claims on Travel system based on the information received from the customer by email, including policy verification with addition to the system. 
  • Uploading incoming emails onto the claim system for existing claims to ensure the continued processing of each claim. 
  • To verify policy cover for each new claim and upload evidence to the claims system.  
  • To act in a support and administration role as directed by Claims Handlers, including external calls to third parties to obtain information needed to process a claim. 
  • To aid the Policy Administrator to process trip cost increases on policies through the policy verification system. 
  • To ensure all internal and external communications are dealt with in a professional, disciplined and courteous manner at all times. 
  • To deal with enquiries from policyholders and clients on case related matters in a prompt, courteous and professional manner. 
  • To ensure that any information given is within the terms and conditions of the travel insurance policy. 
  • To ensure that all information obtained during a call is properly documented on the claim. 
  • To be familiar with IMG’s published service standards and to ensure that any support provided is done so in accordance with these. 
  • To ensure that all telephone calls made and received and all emails and faxes sent and received are annotated on the relevant system. 
  • To bring to the attention of your Manager any failures or development opportunities regarding the company’s systems. 
  • To bring to the attention of your Manager any case or claim that is likely to be fraudulent, contentious or that will potentially result in a serious complaint. 
  • To bring to the attention of your Manager any case or claim that involves the press or a VIP. 
  • To highlight any areas of concern to your Manager. 
  • To carry out any other tasks as agreed with your Team Leader or Manager.


  • Fluent spoken and written English and German.
  • Strong written and verbal communication, delivered in a clear and professional manner
  • Strong problem solving skills
  • Computer literacy, including familiarity with Microsoft Office (Word, Outlook, Excel)
  • A high level of accuracy.
  • Ability to work under pressure in a close knit team
  • Previous customer service experience in a similar role would be beneficial, but a positive, professional attitude and a desire to develop your skills are more important.


  • Travel industry experience or a love of travel!
  • Medical terminology


Today, this position is Monday - Friday (9-5pm), however dependent on client needs, we may require shift work that could include weekends and bank holidays.  Shift patterns would be as follow on a rota basis:

  • Early shift from 08.00am – 16.00pm
  • Mid shift 10.00am – 18.00pm
  • Late shift from 12.00pm – 20.00pm


  • £16,450 dependent on assigned customer

IMG Global Response is committed to developing and maintaining working environments and practices, which ensure equality of opportunity in both the recruitment and advancement of staff.  Global Response works on behalf of FCA Regulated Companies and will therefore carry out background checks.

By applying to this advert you acknowledge our privacy policy applies and give consent for the company to use your data in the manner we have indicated in our privacy notice which can be found on our careers page (

To apply for this role, please submit your details online by clicking here or the Apply Now button below.

Company Description

Global Response is an award-winning leader in travel medical assistance and claims management.

Established in 1998, Global Response has developed best-in-class operations, systems design and structure, cost containment and management, and fraud identification.

Underpinned by an extensive, worldwide agent network, Global Response is truly an international player in the market. With a multilingual customer support team, Global Response is capable of handling cases in any country 24 hours a day, 7 days a week, 365 days a year.

Global Response is an integral subsidiary of International Medical Group® (IMG®), a leader in global benefits and assistance services for more than 25 years.”

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