At a Glance
- Tasks: Lead a dynamic team providing roadside assistance and ensure top-notch customer service.
- Company: Join Allianz Partners, a leader in customer-focused operations.
- Benefits: Enjoy a competitive salary, bonus, and opportunities for professional growth.
- Other info: Work in a fast-paced, innovative setting with a focus on employee wellbeing.
- Why this job: Make a real difference by supporting your team and helping customers in need.
- Qualifications: Experience in leading teams and managing performance in a customer service environment.
The predicted salary is between 33000 - 33000 € per year.
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 elevate 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.
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.
Team Leader - Roadside Assistance Operations employer: Allianz Partners
At Allianz Partners, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work environment in Birmingham. Our commitment to employee growth is evident through our hands-on coaching, regular feedback, and personal development plans, ensuring that every team member feels valued and empowered. With a focus on wellbeing and engagement initiatives, we foster a positive culture where our employees can thrive while making a meaningful impact in roadside assistance operations.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Roadside Assistance Operations
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see what they value. This will help you tailor your answers and show that you're a great fit for the team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or handled tough situations. This will help you shine when they ask about your experience managing performance and coaching others.
✨Tip Number 3
Be ready to discuss how you handle pressure. They want to know you can keep your cool while balancing customer needs and business goals. Share a time when you successfully navigated a challenging situation.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website to make sure your application gets noticed!
We think you need these skills to ace Team Leader - Roadside Assistance Operations
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any relevant performance management skills to show us you're the right fit for the Team Leader role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about leading a team in a customer-focused environment. Share specific examples of how you've successfully managed teams and improved performance in previous roles.
Showcase Your Coaching Skills:Since coaching is key in this role, mention any experiences where you've developed team members or improved their performance. We want to see how you can help our Customer Assistance Coordinators thrive!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Allianz Partners
✨Know Your Team Dynamics
Before the interview, think about how you would lead a team of Customer Assistance Coordinators. Be ready to discuss your leadership style and how you keep your team informed and engaged. Share specific examples of how you've fostered open communication and supported your team in previous roles.
✨Showcase Your Performance Management Skills
Prepare to talk about your experience with KPIs and performance management. Have examples ready that demonstrate how you've monitored performance, provided feedback, and handled tough conversations. This will show that you're comfortable managing performance while also supporting your team's development.
✨Demonstrate Coaching Expertise
Think about your coaching style and be prepared to discuss how you give feedback and develop individual plans for team members. Highlight any specific training or mentoring experiences you've had, as this role requires strong coaching skills to build confidence and a customer service mindset.
✨Balance Customer Needs with Business Goals
Be ready to discuss how you manage to balance customer needs with business and regulatory requirements. Share examples of how you've handled complex cases or escalated issues in the past, showcasing your ability to remain calm under pressure while ensuring compliance with policies like GDPR and TCF.
