At a Glance
- Tasks: Assist customers through medical emergencies with calm and effective communication.
- Company: Join Allianz, a diverse and inclusive employer dedicated to excellence.
- Benefits: Competitive salary, personal development support, and a range of employee discounts.
- Other info: Hybrid working model with excellent training and career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong communication skills and experience in customer service preferred.
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). Salary is £27,013.60. This is a temp 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.
Staff 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, in addition to providing a wide range of employment linked benefits. 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 and an Interest free season ticket loan after probation.
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.
Customer Assistance Coordinator - Temp in Croydon employer: Ultimate.ai
Allianz is an exceptional employer, offering a supportive and inclusive work environment in Croydon where employees can thrive. With a strong focus on personal and career development, competitive benefits including private medical cover, and a commitment to diversity, we empower our team to excel while providing vital assistance to customers in their time of need. Join us to be part of a dedicated team that values your contributions and fosters a culture of continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Assistance Coordinator - Temp in Croydon
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Allianz and their values. This will help you connect with the interviewers and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your phone skills! Since this role involves handling calls, try role-playing with a friend or family member. Focus on staying calm under pressure and communicating clearly, just like you would with a customer.
✨Tip Number 3
Be ready to share examples! Think of specific situations where you've successfully managed multiple tasks or helped someone in a stressful situation. This will demonstrate your ability to handle the responsibilities of the Customer Assistance Coordinator role.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it shows you're proactive and keen to be part of the team!
We think you need these skills to ace Customer Assistance Coordinator - Temp in Croydon
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for helping others and your ability to stay calm under pressure.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience. Mention any previous roles where you've handled customer service or medical assistance, as this will show us you’re a great fit for the role.
Showcase Your Communication Skills:Since this role involves a lot of phone work, emphasise your clear and confident communication style. Share examples of how you've effectively communicated with customers in stressful situations to demonstrate your empathy and composure.
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 don’t miss out on any important updates about the process!
How to prepare for a job interview at Ultimate.ai
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the key responsibilities and requirements, especially around handling medical emergencies and coordinating services. This will help you demonstrate how your skills align with what they’re looking for.
✨Practice Empathy and Communication
Since this role involves supporting customers in stressful situations, practice conveying empathy and clarity in your communication. You might want to role-play common scenarios with a friend to get comfortable with staying calm under pressure while still being informative.
✨Showcase Your Organisational Skills
Be prepared to discuss how you manage multiple tasks simultaneously. Think of examples from your past experiences where you successfully juggled various responsibilities, especially in a customer service context. Highlight your ability to prioritise and follow through on actions.
✨Familiarise Yourself with FCA Guidelines
Understanding the Financial Conduct Authority (FCA) guidelines is crucial for this role. Brush up on the basics of complaint handling and documentation processes. Being able to speak knowledgeably about these will show that you take the role seriously and are ready to follow regulated processes.
