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Customer Assistance Coordinator Roadside - Office/Hybrid

Job Level:  Professional

Croydon, ENG, GB, CR9 6HD

Available until:  19/04/2023
Area of Expertise:  Customer Services & Claims
Unit:  Allianz Partners
Employing Entity:  AWP Assistance UK Ltd
Job Type:  Full-Time
Remote Job:  Hybrid working
Employment Type:  Permanent
ID:  11797


Job Title:   Customer Assistance Coordinator – Roadside

Location of work: Office/Hybrid


Salary:  £26,226.79

Bonus:  £1,500 performance bonus


The role:  As a Roadside Assistance Coordinator, you will be helping our customers in their hour of need across the UK.


You will be delivering outstanding experiences by providing practical solutions and advice at a time when your help is needed most. 


You will use your organisational skills in a kind and empathetic way, ensuring our customers are cared for at every step of the way. From a burst tyre, flat battery or road traffic accident you will be handling both in and outbound calls, ensuring you have all the relevant information to enable you to appoint the necessary resource to carry out repairs. You will utilise your excellent communications skills to keep customers informed at all times, from the point of first contact and right through to arranging re-delivery once the vehicle has been repaired.  Our priority is our customer, so you will be organising onward travel to ensure they arrive to their destination safely.  Sometimes you may have to deliver bad news (not every eventuality is covered!), therefore you will be comfortable with difficult conversations.


Hours:  This position is based on a 35-hour week and will include working weekends and bank holidays, covering shifts between 7am and 8pm Monday to Friday and Saturday & Sunday between 7am and 6pm.  We understand the importance of work-life balance with our employees working a hybrid solution of 60/40 office/home working.


Our vision is to be renowned as the caring premium UK Assistance provider.  We strive to deliver an exceptional customer experience at all points of assistance.  To achieve this –


You will:

  • Handle all in and outbound calls in a helpful, polite and professional way
  • Provide proactive solutions to our customers
  • Monitor all aspects of the task to ensure all services are provided at the agreed time and customers are kept fully appraised of the progress
  • To ensure all product and technical knowledge is applied at every opportunity
  • Handle all regulated complaints within the FCA complaint guidelines


About you:

  • You will have a good level of general education, including Maths & English GCSE or equivalent
  • A genuine desire to provide a high level of customer service
  • Have the ability to effectively manage multiple cases
  • Able to show empathy and remain calm in a pressurized environment
  • Flexible and able to work a variety of shifts






Staff Benefits


You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes.


In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.


We will provide you with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.


Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.


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.