At a Glance
- Tasks: Be the calm voice helping customers through medical emergencies while coordinating practical solutions.
- Company: Join Allianz Commercial, a diverse and inclusive employer committed to your growth.
- Benefits: Enjoy competitive salary, bonuses, health cover, and discounts on various products.
- Other info: Hybrid work model with excellent training and career development opportunities.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and experience in customer service are essential.
The predicted salary is between 27013 - 27013 £ per year.
This role exists to be the calm, capable voice that helps our customers through medical emergencies and urgent health situations while they're away from home. If you're steady under pressure, kind without being vague, and good at organising moving parts over the phone, you'll recognise yourself here. You'll coordinate practical solutions, keep people fully informed, and make sure services happen when they should. You'll be based in our Croydon office on a hybrid pattern (three days in the office, two from home).
Salary: £27,013.60 per year
Bonus/Benefits: £2,045 plus shift allowance of £1,500 per year
Hours of Work: 35-hour per week position, with shift coverage between 9pm - 07:30am Monday to Sunday. 4 shifts on 4 shifts off
We are proud of our inclusive, diverse and supportive working environment at Allianz Partners. There is lots of experience within the team to help you on your journey, plus many incentives to keep you motivated! We have a break-out floor to take well-earned breaks, with a kitchen and vending machines if you are feeling peckish! You will be part of an outstanding customer focussed organisation where we care for each other and which makes us a great place to work.
Key Responsibilities:
- Handle inbound and outbound calls in a helpful, polite and professional way, quickly understanding the customer's situation and what needs to happen next.
- Coordinate medical assistance cases end-to-end: arrange services, monitor progress, chase actions, and keep customers fully updated.
- Apply product and technical knowledge to give accurate advice, set expectations and make sound decisions within policy terms.
- Manage and resolve regulated complaints in line with FCA guidelines, following the process carefully and documenting outcomes.
- Record clear, accurate case notes and updates in our systems so colleagues and partners have the information they need.
- Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insight responsibly and in line with our standards for data governance, security and ethical use.
Key Requirements:
- Clear, confident telephone communication with empathy and composure; you can support people who are stressed or unwell and still get to the facts quickly so action can be taken.
- Proven ability to manage multiple live cases at once; you prioritise, follow through, and keep everything moving so services are delivered on time and customers aren't left waiting.
- Comfortable working a shift pattern that includes weekends and bank holidays, with occasional nights (9pm-7:30am); reliability matters because we're here when customers need us.
- Sound written English and numeracy (GCSEs in Maths and English A-C or equivalent); accurate notes and understanding of policy details, timings and costs are essential.
- Experience in a telephone-based customer service or contact centre environment (including working from home) is helpful; it sets you up for the pace, systems and teamwork.
- Ability to follow regulated processes (FCA) for complaint handling; you take care with documentation and do things the right way.
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 salary 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.
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.
Customer Assistance Coordinator - Medical (Night Shift) employer: Allianz Commercial
Allianz Commercial is an exceptional employer, offering a dynamic work environment in the heart of London where finance professionals can thrive. With a strong emphasis on employee growth and development, you will have access to extensive training opportunities and be part of a collaborative global finance community that values innovation and informed decision-making. The company's commitment to fostering a supportive culture ensures that your contributions are recognised and rewarded, making it a truly rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Assistance Coordinator - Medical (Night Shift)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allianz Commercial. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allianz Commercial before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Assistance Coordinator - Medical (Night Shift)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allianz Commercial:Your cover letter is your chance to shine! Tell us why you want to work at Allianz Commercial specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allianz Commercial!
How to prepare for a job interview at Allianz Commercial
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
