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Global Operations Coordinator

Crisis24 · London, Greater London

Type
Full-time
Posted
Yesterday

Overview

Your operational policing background gives you exactly the composure and protocol discipline this role demands. Handling inbound calls, triaging incidents, and managing case files are second nature after years on response and control rooms, and your experience with multi-agency coordination and clear communication under pressure means you can step straight into this fast-paced environment without a lengthy re-training curve.

About this role

About Crisis24

Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

Who We Are Looking For

Crisis24 is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm and has recently expanded its operations, with Medical Assistance added to its Integrated Risk Management portfolio of services. With a combined expertise covering 55 years, we now offer the full spectrum of medical solutions from medical advice, 24/7 medical assistance and proactive case management, to medical evacuation and repatriation services through medical service solutions dedicated to customers – a truly combined medical and security risk management industry leader.

  • Crisis24 provides 24/7 medical and security assistance to business and leisure travellers, as well as expatriates worldwide, supporting our clients in managing the risks to their global travelling populations and domestic workforces
  • As a Global Operations Coordinator (GOC), you are part of the Global Operations Coordinator first-call capability in a fast-paced environment, handling all inbound contact from our customers, clients and stakeholders, including calls and emails. You are the first point of contact and “face” of Crisis24, responsible for professionally and efficiently assisting those who contact us
  • To be successful in this critical frontline role, you must be able to work professionally under pressure, enjoy engaging with callers and be empathetic, be able to multitask, adhere to policies, procedures and protocols and work systematically and effectively
  • The Global Operations Coordinator supports operational excellence and efficiencies by capturing, managing and closing new cases and calls, enabling the Medical Operations Specialists and Security Operations Specialists to focus on ongoing case management

What You Will Work On

  • Managing all contacts into the Crisis24 Global Operations Centre professionally and in line with company protocols and procedures. Key responsibilities include (but are not limited to): Inbound and outbound call handling and triage, email handling, case management, customer, client, and stakeholder liaison
  • As the initial “face” of Crisis24, you are an ambassador for professional customer service delivery and operational excellence
  • Adhering to telephony, email and case handling Service Level Agreements
  • Opening all new cases in the Crisis24 case management system, ensuring the calls are handled appropriately, adhering to client SOPs (Standard Operating Processes) and first call protocols and ensuring the integrity of data captured
  • Seamlessly triaging calls and interfacing with other teams, including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders
  • Opening and managing queries, Pre-Trip and Travel Assistance, Medical Advice and Referral and Outpatient cases as far forward to closure, escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing management
  • Monitoring and managing the 24/7 email inbox
  • Managing claims and billing queries (calls and emails)
  • Updating dedicated client SOPs and returning to the client/account manager
  • Prepares case management reports for clients to document actions undertaken
  • Prepares monthly reports for clients to be sent by the 10th business day of each month
  • Supporting efficiencies by closing all suitable Global Operations Coordinator cases on the day
  • Supporting case management and closure on the Medical Specialist team’s agenda
  • Be responsive and empathetic to the needs of clients, customers and colleagues
  • Takes a proactive approach to information security and reports any information security incidents or potential information security threats to the Information Security Officer

Who You Will Work With

You will work as part of a team in a fast-paced environment, handling inbound and outbound calls and emails, as well as managing case work. The role involves a high level of contact with travellers and expatriates, often in difficult and sensitive circumstances. The calls and requests for assistance may vary from responding to internal panic and cyber alarms, business continuity escalations, safety-related incidents, data-related incidents, to pre-trip medical and travel advice, booking a GP appointment, claims advice and billing queries through to a request for evacuation or repatriation.

What You Will Bring

  • Professional communication skills- verbal, written and interpersonal
  • Enjoys engaging with people, taking inbound calls, making outbound calls, and is empathetic
  • Ability to work well under pressure in a fast-paced environment and multitask
  • Effective time management and the ability to prioritise workload
  • Solid understanding of the Crisis24 suite of service offerings and how we deliver them, or the ability to acquire understanding
  • Previous experience working in Medical and Security Assistance, Insurance, contact centre or customer service
  • Fluency in another European/ Asian language is an asset, but not essential

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.

About security roles for ex-police

Security management, operations and consultancy roles. Years of operational policing — command, incident response, public order — translate directly into corporate security, and employers in this sector actively rate police experience.

See all security jobs in London →

Why this fits a police background — match score 85/100

  • Incident command & response
  • Security operations

What security roles pay ex-police

Advertised UK ranges, editorial estimates reviewed July 2026

Security officer (SIA)£24,000–£29,000
Security supervisor / team leader£28,000–£34,000
Site / security manager£38,000–£52,000
Regional / operations security manager£50,000–£65,000
Full security salary guide →

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