At a Glance
- Tasks: Join our 24/7 Assistance Hub to provide top-notch customer support and solutions.
- Company: Allianz Commercial, a diverse and inclusive employer committed to your growth.
- Benefits: Enjoy flexible hours, health insurance, performance bonuses, and access to LinkedIn Learning.
- Other info: Be part of a supportive team that values diversity and empowers your career journey.
- Why this job: Make a real difference in customers' lives while developing your skills in a dynamic environment.
- Qualifications: Strong communication skills and a proactive approach to customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
This job is with Allianz Commercial, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community.
Please do not contact the recruiter directly.
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 Linked In 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.
CUSTOMER ASSISTANCE CO-ORDINATOR - HOME ASSISTANCE HUB in London employer: Allianz Commercial
Allianz Commercial is an excellent employer, offering a dynamic work environment in the heart of London and Toronto. With a strong focus on employee growth, you will benefit from a hybrid working model, competitive salary, and comprehensive benefits, all while being part of a collaborative culture that values innovation and excellence in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land CUSTOMER ASSISTANCE CO-ORDINATOR - HOME ASSISTANCE HUB in London
✨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 CO-ORDINATOR - HOME ASSISTANCE HUB in London
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.
