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Travel Advisor

Date: 26-Jan-2023

Location: London, LND, GB

Company: International SOS

International SOS is the world’s leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. Established 35 years ago, we have become the market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGO’s and governments around the world.

About the Role


Provide travel-related advice in support of International SOS international operations and MedAire customers from a multinational client base, focused but not limited to:

•    Delivering best-in-class tailored written and verbal travel advice on mobility restrictions related to the COVID-19 pandemic to travellers and their managers.
•    Supporting commercial airlines with telephonic medical gate screen assistance.
•    Providing support to our members who are calling for assistance with travel related delays, lost luggage, or lost passport. 


•    Check relevant commercial carriers’ latest operational status, precautionary measures & protocols implemented for travel, e.g. travel passes and any new digital travel processes
•    Properly document all matters relating to these requests using the telecommunication and computer systems made available by the organisation. 
•    Seek and listen to customer feedback and escalate all feedback so it can be used for quality improvement. Take responsibility for correcting customer service problems promptly. 
•    Work harmoniously with colleagues in the Travel Advisory, Regional Security Centres, International Operations and Medical teams, and other Assistance Centres.
•    Great attention to detail required and responsibility in providing and recording information in real time. 
•    Ensure continuity of service delivery by answering all requests for information in a timely and professional manner. 
•    Maintain clear and accurate case records, consistently displaying due diligence and attention to detail.  
•    Demonstrate a professional, positive, and caring attitude when servicing members and clients with the objective of exceeding expectations.  





  • Proficiency in computer software including Microsoft Outlook and Word, and ability to learn internal case management systems; 
  • Capacity to comprehend a given situation, information and requirements quickly and accurately.  
  • Clear and logical written and verbal communication of information and concepts. 
  • Good worldwide geography knowledge with a travel expertise background would be a bonus. 
  • Welcoming and professional telephone manner.
  • Demonstrated understanding of working within a general Customer Service focused environment. 
  • Experience of working in a fast-paced, demanding environment. 
  • Experience in the travel industry or managing complex itineraries preferred.  

Required Qualifications 
•    University degree preferred or minimum of 2 years of related work experience. 
•    Excellent written and spoken English; a second, European language is preferred.  

At International SOS, we offer a great working environment, thanks to our commitment to flexible working, diversity, and development.  We encourage every person to be their personal best by creating an environment of inclusion, equality and support.

International SOS has been recognised as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2022.