Assistance Operations Coordinator — Floriana, Malta
About the Role
Our client provides roadside, motor and home assistance services along with related insurance products, helping customers when something goes wrong - a breakdown, a lockout, a home emergency. Their Floriana operations centre runs around the clock, and they are expanding the team that keeps it moving.
As an Assistance Operations Coordinator you are the calm voice on the line and the person making things happen behind the scenes. You take the request, understand the situation, dispatch the right contractor, and stay with the case until the customer is looked after. Every interaction is logged accurately so nothing slips.
This is shift work on a 24/7 rota, including weekends and nights. It suits someone who stays composed under pressure, enjoys problem-solving, and takes pride in helping people on what is often a bad day for them.
Key Responsibilities
- Handle incoming assistance requests by phone and through digital channels
- Coordinate contractors and service providers to deliver timely assistance
- Keep customers informed and reassured throughout the assistance process
- React quickly to changing priorities and urgent situations
- Record cases and interactions accurately in the company's systems
- Work closely with colleagues and external providers to resolve each case
- Carry out additional operational and customer-service duties as needed
Requirements
- Willingness to work a 24/7 shift pattern, including weekends and night shifts
- Fluent English, spoken and written
- Maltese is an advantage but not required
- Comfortable with technology and Microsoft applications
- Strong communication, empathy and problem-solving skills
- Able to multitask and stay composed under pressure
- Customer-focused mindset with a positive work ethic
- Previous experience in customer service, hospitality, retail, operations or a contact centre is an advantage
- Candidates must be currently residing in Malta
What's on Offer
- Paid breaks and a shift allowance
- Entry performance bonus, rising to the full performance bonus after probation
- Comprehensive training from day one
- Birthday leave and off-peak leave
- Discounted insurance products, plus towing and home assistance benefits
- Health insurance after probation
- A variable salary component after one year
- Two remote days per week after three months
- International career development opportunities
- Collaborative working environment
Skills Required
- Telephone and digital customer-service handling
- Case / ticket management systems
- Microsoft Office (Outlook, Word, Excel)
- Dispatch and contractor coordination
- Clear written communication for case notes
- Calm decision-making in time-critical situations
Preferred Qualifications
- Previous contact-centre, dispatch or emergency-response experience
- Experience in insurance, roadside assistance, travel assistance or facilities coordination
- A second language in addition to English
Languages
- English - fluent, spoken and written (required)
- Maltese - an advantage, not required
Career Growth Opportunities
The company offers international career development opportunities, with structured training from day one and a clear path from the entry performance bonus to the full performance bonus and added benefits as you progress through and beyond probation.
About the Company
Our client is an established provider of motor and home assistance services and related insurance products, operating a 24/7 assistance centre in Floriana, Malta.
Location
Located in Floriana, directly outside Valletta's main gate and a short walk from the capital, with a major bus interchange on the doorstep - practical for shift workers travelling at all hours.
Interview Process
Expect a short phone screen with the Outreach Recruitment team, followed by an interview with the client's operations team and, in most cases, a short assessment of your phone manner and system skills. We aim to respond to all applications within 3-5 business days.
About Outreach Recruitment
Outreach Recruitment Ltd is a Malta-based recruitment agency connecting employers with qualified local and international talent across hospitality, retail, finance, technology, healthcare, construction, engineering, maritime, and other industries.
How To Apply
If you are based in Malta, comfortable with 24/7 shift work and enjoy helping people solve problems, apply online today through Outreach Recruitment. Complete the short form on this page and our team will be in touch if you are a match.
Frequently Asked Questions
Is this a shift-based role?
Yes. The Assistance Operations Coordinator works a 24/7 shift pattern that includes weekends and night shifts. A shift allowance is paid on top of the base salary.
What is the pay and benefits package?
The package includes paid breaks, a shift allowance, an entry performance bonus, comprehensive training, birthday leave and off-peak leave, and discounted insurance products. After probation you receive the full performance bonus and health insurance, and a variable salary component is added after one year.
Can I work from home?
The role is on-site in Floriana during onboarding. After three months you move to two remote days per week.
Do I need to speak Maltese?
No. Fluent English, spoken and written, is required. Maltese is an advantage but not a requirement.
Do I need contact-centre experience?
It helps but it is not essential. Previous experience in customer service, hospitality, retail, operations or a contact centre is an advantage; composure, empathy and clear communication matter most.
Do I need to be living in Malta?
Yes. This role is open to candidates already residing in Malta and able to work on-site in Floriana.
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