At a Glance
- Tasks: Help customers through medical emergencies with calm and capable support over the phone.
- Company: Join Allianz, a diverse and inclusive employer committed to your growth.
- Benefits: Enjoy competitive salary, pension contributions, discounts, and personal development opportunities.
- Other info: Hybrid working model with excellent career development prospects.
- Why this job: Make a real difference in people's lives while developing valuable skills.
- 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). The hours cover shifts between 7am and 10pm across weekdays, weekends and bank holidays, with occasional night shifts (9pm–7:30am). This is a temporary role – 1st June to 30th September.
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.
Benefits
- Competitive salary and contribution to a company pension scheme.
- Access to discounts on Allianz products, vouchers and discounts for high street and online retailers.
- Company bonus scheme, private medical cover, competitive annual leave, annual flu vaccination, annual eye care vouchers and discounted travel insurance.
- Roadside assistance free after 6 months’ probation and an interest‑free season ticket loan after probation.
- Support for continuing personal and career development and a wide range of employment‑linked benefits.
Equal Opportunity Statement
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.
Customer Assistance Coordinator - Temp in Croydon employer: Allianz Partners
Allianz is an exceptional employer, offering a supportive work culture that prioritises employee well-being and development. With a competitive salary, comprehensive benefits including private medical cover and a company bonus scheme, and a commitment to diversity and inclusion, employees in the Croydon office can thrive both personally and professionally while making a meaningful impact in customer assistance during critical health situations.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Assistance Coordinator - Temp in Croydon
✨Tip Number 1
Practice your phone skills! Since this role is all about clear and confident communication, grab a friend and do some mock calls. Get comfortable with handling different scenarios, especially those that might be a bit stressful.
✨Tip Number 2
Show off your organisational skills! Think of examples from your past where you managed multiple tasks at once. Be ready to share how you kept everything moving smoothly, even when things got hectic.
✨Tip Number 3
Familiarise yourself with the FCA guidelines. Knowing how to handle complaints properly is key in this role. Brush up on the processes so you can demonstrate your understanding during the interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re keen and know how to navigate the digital world, which is super important for this job.
We think you need these skills to ace Customer Assistance Coordinator - Temp in Croydon
Some tips for your application 🫡
Show Your Empathy:In your application, let us see your ability to connect with customers. Share examples of how you've handled stressful situations with kindness and composure. We want to know you can be that calm voice when it matters most!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point, just like how we handle customer calls.
Highlight Your Organisational Skills:Make sure to mention any experience you have in managing multiple tasks at once. We love candidates who can juggle various responsibilities while keeping everything on track, so share those stories with us!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Allianz Partners
✨Master the Calm
In this role, you'll be the calm voice in a storm. Practice staying composed under pressure by simulating high-stress scenarios with friends or family. This will help you demonstrate your ability to handle urgent situations during the interview.
✨Know Your Stuff
Familiarise yourself with the company's services and policies, especially those related to medical assistance. Being able to discuss specific examples of how you would apply this knowledge in real-life situations will show that you're ready to hit the ground running.
✨Showcase Your Empathy
Since you'll be dealing with customers who may be stressed or unwell, practice conveying empathy in your responses. Use role-playing exercises to refine your communication style, ensuring you can balance kindness with clarity when discussing sensitive topics.
✨Organise Your Thoughts
Given the need to manage multiple cases, prepare for the interview by outlining your organisational strategies. Be ready to share examples of how you've successfully juggled tasks in previous roles, highlighting your ability to prioritise and keep everything moving smoothly.
