Proactive resource management to ensure that Service Level Agreements are consistently achieved, and productivity is maximised. To efficiently manager Travel Customer Experience & Claims first line resources within a matrix model for UK Travel; ensuring that SLAs are consistently met across all key metrics and enabling the delivery of a customer centric service which delivers outstanding experiences to customers each and every day. Hours: This position is based on a 35-hour week shift basis. However, these hours may vary in line with business needs. There is a need for a high degree of flexibility to cover agreed operational hours. You will: • To ensure that your work area is kept safe and tidy at all times. • To abide by the Health & Safety Work Act 1974. • To notify your Manager of any Health & Safety issues which may cause harm to fellow employees. • To advise your manager of any areas of work, where you feel you require any additional training. • Be available for training as required • To carry out any other projects or duties that may reasonably be requested by your manager. About you: The following are essential: • 2 Years Personal Lines insurance/ or comparable contact centre experience • Experience of delivering service levels. • Able to demonstrate achievement of results across a number of deliverables. • Analytical skills. • Problem solving skills. • Personal Lines insurance Industry experience. • Delivery focused – able to consistently hit deadlines and objectives. • Strong communication skills; verbal and written. • Proven ability to work under pressure. • Attention to detail. • Ability to establish relationships at all levels • Due to the nature of this role the successful candidate may have to attend occasional meetings in our Croydon Head Office. The following attributes are desirable: • Previous experience within a comparable role. • Travel Insurance Industry experience • Financial services background. • AzP Travel Platform experience. • Existing network relationships with Key Stakeholders • Educated to “A” Level or equivalent standard. • Further relevant Industry related qualifications 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 annual leave 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. Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation. We also provide a comprehensive Employee Assistance Programme (EAP) which is available from day one of employment. Confidential 24/7 helpline and an app to access life, money and wellbeing resources including mental wellbeing support, debt and legal advice