Customer Assistance Coordinator - Medical in Croydon

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). Salary is £27,013.60 plus a £2,045 performance bonus.

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 Qualifications

• 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

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.

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 initiatives and an interest‑free season ticket loan after probation.

Equal Employment Opportunity

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.