CUSTOMER ASSISTANCE CO-ORDINATOR - HOME ASSISTANCE HUB

About the Role

Join our 24/7 Assistance Hub as a Customer Assistance Co-Ordinator within the Home Assistance Hub team. Reporting to the Customer Assistance Manager, you will provide a professional and proactive response to requests for assistance, enabling the delivery of a customer-centric service which delivers outstanding experiences to customers each and every day.

Key Responsibilities

• Handle all incoming and outgoing telephone calls in a helpful, friendly, polite and professional way
• Provide proactive solutions to customers in line with Business Partners' expectations
• Manage each task to ensure customers receive the most appropriate service in a timely and cost-effective manner
• Follow specific call guides or processes that have been put in place
• Monitor all aspects of the task to ensure services are provided at the agreed time and that the customer is kept fully appraised of progress
• Complete all assistance management tasks assigned in order of priority, using the most proactive approach to deliver the best customer outcome
• Ensure that the relevant Supervisor/Manager is informed of any service failure or potential problem
• Contribute to monthly team meetings by providing positive and/or constructive feedback
• Fully participate and contribute in annual performance reviews, one-to-ones and any coaching or development conversations
• Maintain up-to-date knowledge concerning all aspects of the brands you represent
• Ensure that all product and technical knowledge is applied at every opportunity
• Share with your team any product or technical developments and issues
• Highlight to Senior Managers any customer feedback or product trends which may impact the business
• Work with your Team Manager to complete a Personal Development Plan which identifies training/coaching areas that might benefit your performance
• Actively participate in feedback sessions with Call Auditors, Call Coaches and Managers to improve performance and drive career development
• Positively engage and contribute to any online or face-to-face training offered
• Ensure timely completion of all mandatory or online training modules to remain compliant with industry regulations
• Handle all regulated complaints within the FCA complaint guidelines
• Escalate high-profile cases or contentious issues to the right Manager as soon as possible
• Where possible and within authority limits, manage complaints to conclusion including resolution
• Provide an objective report of events when required and ensure the case is highlighted to the appropriate Manager
• Ensure that your work area is kept safe and tidy at all times
• Abide by the Health & Safety at Work Act 1974
• Notify your Supervisor/Manager of any Health & Safety issues which may cause harm to fellow employees
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

What We're Looking For

Essential Skills & Qualities:

• Excellent telephone manner with a friendly, professional and polite communication style
• Strong customer service skills with a proactive, solution-oriented approach
• Ability to prioritise tasks and manage workload effectively under pressure
• Good attention to detail and ability to follow processes and call guides
• Strong time management skills with the ability to meet agreed deadlines
• Team player who actively contributes and shares knowledge with colleagues
• Willingness to learn and develop through training, coaching and feedback sessions
• Ability to handle complaints calmly and professionally, following regulatory guidelines
• Knowledge of (or willingness to learn) FCA complaint handling procedures
• Good written and verbal communication skills
• Commitment to health and safety in the workplace

Desirable:

• Previous experience in a call centre or customer service environment
• Experience working within the insurance or assistance industry
• Familiarity with FCA regulations and complaint handling
• Experience working to SLAs and performance targets

What we offer

Our employees play an integral part of our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being part of their journey. We are there to empower you and your professional and personal goals and for that reason here are some of our benefits:

• Dynamic and Multinational working environment
• Trainings and programs dedicated to Learning and Development (e.g. free accesss to LinkedIn Learning)
• A wide range of employee benefits such as performance bonus, gift vouchers, health insurance, dental insurance, public transportation subsidy, childcare allowance etc.
• Open company culture, flexibility of working hours, giving you a hybrid working environment and the possibility to work a limited amount of days per year abroad. 
• Discouts on Allianz Partners products
• Modern Offices

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, to grow and to shape a better future for our customers and the world around us. 
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. Great to have you on board. Let's care for tomorrow.