Assistance Co-ordinator

Job Level:  Professional


Area of Expertise:  Operations
Unit:  Allianz Partners
Employing Entity:  ALLIANZ PARTNERS
Job Type:  Full Time or Part Time
Remote Job:  Hybrid working
Employment Type:  Permanent
ID:  27315

Objective of the Role
To respond to all incoming telephone calls in a polite and efficient manner to ensure the highest level of customer service in line with the company standards.


Shifts based on a 35 hour week – between the hours of Monday to Friday 08.00 – 20.00, Saturday 09.00 – 19.00 and Sunday 10.00 – 18.00


Main Duties

  • To answer incoming motor, property and medical assistance telephone calls.
  • To provide the caller with all relevant information and services.
  • To dispatch assistance work to the appropriate network contractors or recovery agents.
  • To make follow up telephone calls on all property assistance cases to establish customer satisfaction.
  • Make follow up telephone calls to the recovery agents to confirm fault and outcome before closing all motor assistance files. 
  • To ensure that all client information is simultaneously entered onto the database.
  • To handle claims notifications and out of hour customer service calls for Corporate clients and their customers.
  • To perform such administrative tasks as appropriate to your files/calls.
  • To inform the Supervisor/Manager of any calls that may become problematic.
  • To carry out additional duties and ad hoc projects as requested by the Supervisor/Manager.

You will also be responsible for the following;

Health & Safety

  • To ensure that your work area is kept safe and tidy at all times.
  • To notify your supervisor/Manager of any Health & Safety issues which may cause harm to fellow employees.


  • To advise your supervisor of any areas of work which you feel require you receive any additional training.
  • Be available for training on new schemes/policy changes and skills as required.

Quality Management System

  • To work as a member of a team within the quality system and follow all documented quality procedures and instructions.

Key Performance Areas

  • To work towards achieving 100% on all Key Performance Area targets set for the department.


  • To actively participate in and contribute towards the monthly team meetings and one-to-one assessment sessions and the annual appraisals.