Customer Assistance Coordinator

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