Team Leader - Roadside Assistance Operations

This job is with Allianz Commercial, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Location: Birmingham (with potential travel to other sites)

Hours: 35 hours per week on a shift basis.

Salary - £33,000

Bonus - £4105

When someone's broken down at the side of the road, our Birmingham Roadside Assistance team is the first line of help. The quality of that response depends hugely on the team on the phones - and on the person leading them. This Team Leader role exists to run a high-performing team of Customer Assistance Coordinators on a shift basis, ensuring they know what's happening, feel supported, and consistently do the right thing for our customers and clients.

Why This Role Could Be a Good Fit for You

• Have recent experience leading people in a contact centre or similar customer operations environment.
• Enjoy being close to the action - on the floor, listening to calls, and coaching in real time.
• Are comfortable managing performance, not just supporting it - including addressing absence, conduct, and meeting targets.
• Like developing people, giving clear feedback, and having regular, honest one-to-ones.
• Can balance customer, business, and regulatory needs without losing your cool under pressure.

Key Responsibilities

• Lead and Support Your Team: Manage a team of Customer Assistance Coordinators on a 35-hour shift pattern, ensuring they are informed, engaged, and clear on priorities. Maintain open, two-way communication by sharing business updates, running regular team huddles, and holding monthly manager meetings. Actively listen to feedback from the floor and escalate key insights where necessary.
• Manage Performance: Monitor KPIs in real time, listen to calls, and provide side-by-side feedback. Work with Quality Auditors to address performance issues early. Hold regular one-to-ones, probation reviews, and annual performance reviews, creating and following through on Personal Development Plans for each team member. Identify training needs and provide hands-on coaching and mentoring to build skills, confidence, and a strong customer service mindset.
• Handle Employee Relations: Address lateness, absence, and employee relations matters promptly and fairly, following company policies and documenting actions. Promote wellbeing and engagement initiatives, helping to create a positive, resilient team environment.
• Oversee Customer Experience: Monitor escalated, VIP, and complex cases, stepping in where needed to ensure they are handled professionally and in line with expectations. Foster a culture where frontline colleagues own and resolve complaints wherever possible, supporting them with guidance on complex queries. Ensure your team works in line with regulatory and industry requirements, including GDPR and Treating Customers Fairly (TCF), as well as Allianz Partners' procedures.
• Leverage Technology and Innovation: Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics, and cloud-based tools. Use insights responsibly and in line with our standards for data governance, security, and ethical use.

Key Requirements

• Leadership Experience: Proven experience leading a team in a customer-focused operation (ideally a contact centre or similar), with accountability for day-to-day people management and results.
• Performance Management Skills: A demonstrable track record of managing performance using KPIs and targets. The ability to interpret data, take action quickly, and hold tough conversations when needed.
• Coaching and Feedback Expertise: Strong coaching and feedback skills, including the ability to listen to calls, give clear and practical feedback, and build individual development plans that are actionable.
• Communication and Relationship-Building: Confidence in engaging your team, working with peers and managers, and representing your area in meetings with stakeholders.
• Organisational Skills: The ability to juggle shifting priorities, keep on top of reviews, one-to-ones, and employee relations processes, and maintain accurate records.
• Customer-First Mindset: Good judgment when balancing customer needs, commercial realities, and policy or regulatory requirements. Knowledge of GDPR and TCF is an advantage, but a willingness to learn quickly is essential.

How We Hire

We hire directly. Allianz Partners does not accept unsolicited CVs or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submissions will not be considered.