Job Title – Customer Assistance Co-Ordinator
Department – Medical
Location – Hybrid (Croydon Office: 102 George Street, Croydon, CR9 6HD)
Salary – £27,013.60
Bonus – £2,045 performance bonus
Start Date – 6th October
The Role
As a Customer Assistance Co-Ordinator within our Medical department, you'll be on the front line of delivering compassionate, efficient, and professional support to customers in need of medical assistance. Working as part of a 24/7 team, you’ll help ensure every customer receives timely and empathetic support, in line with our commitment to service excellence.
This is a fantastic opportunity to join a global organisation that values both customer satisfaction and employee growth. You’ll be part of a collaborative and caring environment, with full training, hybrid flexibility, and the tools to thrive.
Hours
This is a 35-hour per week position, with shift coverage between 7:00 AM – 10:00 PM Monday to Sunday, and occasional night shifts from 9:00 PM – 7:30 AM. Hybrid working is available, with IT equipment provided (PC, dual screens, keyboard, mouse). A reliable internet connection is required.
You Will
- Handle inbound and outbound calls in a friendly, helpful, and professional manner
- Deliver proactive and timely solutions for customers in medical situations
- Manage all aspects of assistance cases to ensure high-quality service delivery
- Complete middle office tasks efficiently and in order of priority
- Maintain clear, effective communication with both customers and internal teams
- Stay up to date on product knowledge and contribute to regular team discussions
- Actively engage in training, coaching sessions, and team meetings
- Follow all processes and procedures, including complaint handling and FCA guidelines
About You
- Strong communication and empathy skills
- Calm and professional approach in high-pressure situations
- Organised, detail-oriented, and able to multitask effectively
- Proactive mindset with a focus on delivering excellent customer outcomes
- Able to work a variety of shifts including weekends and nights
- Comfortable working independently in a hybrid environment
Desirable
- Experience in a customer service or assistance role
- Understanding of FCA complaint handling processes
- Familiarity with medical or emergency support service
Training and Coaching
- Regular feedback will be provided through Call Auditors, Call Coaches and Team Managers and therefore you will be required to participate in all feedback sessions.
- Training and support will be provided and you will be required to positively engage in any online or face to face training we provide you.
- Work with your Team Manager to identify any training/coaching areas that might benefit your performance and advise your supervisor of any areas of work which you require any additional training.
- Where specific call guides or processes have been put in place, you must follow these practices.
- Ensuring timely completion of all mandatory or online training modules
Staff Benefits
At Allianz Partners, we believe in rewarding our people and supporting their growth. In return for your skills, we offer:
- Pension Scheme – 4% employer & 4% employee contributions (+2.5% matching after 1 year)
- Private Medical Cover
- Life Assurance – 4x your annual salary
- Flu Vaccinations & Eye Care Vouchers
- Free Roadside Assistance – after 6 months
- Discounted Travel Insurance
- Season Ticket Loan – interest-free after probation
- 3 Paid Volunteering Days Per Year
- Discounts on Allianz products and partner retailers
- Comprehensive Employee Assistance Programme – 24/7 support
- Recognition & Rewards for high performance and long service
About Allianz
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.
Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we commit to them, nourish them and invest in their careers because we recognize that your development goes hand in hand with our growth and success.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.
