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Job Title – Customer Assistance Co-Ordinator
Department – Medical
Location – Hybrid (Croydon Office: 102 George Street, Croydon, CR9 6HD)
Salary – £27,013.60
Bonus – £2,045 performance bonus
Start Date – June/July
The Role:
As a Customer Assistance Co-Ordinator within our Medical department, you'll be on the front line of delivering compassionate, efficient, and professional support to customers in need of medical assistance. Working as part of a 24/7 team, you’ll help ensure every customer receives timely and empathetic support, in line with our commitment to service excellence.
This is a fantastic opportunity to join a global organisation that values both customer satisfaction and employee growth. You’ll be part of a collaborative and caring environment, with full training, hybrid flexibility, and the tools to thrive.
Hours:
This is a 35-hour per week position, with shift coverage between 7:00 AM – 10:00 PM Monday to Sunday, and occasional night shifts from 9:00 PM – 7:30 AM.
Hybrid working is available, with IT equipment provided (PC, dual screens, keyboard, mouse). A reliable internet connection is required.
You Will:
Handle inbound and outbound calls in a friendly, helpful, and professional manner
Deliver proactive and timely solutions for customers in medical situations
Manage all aspects of assistance cases to ensure high-quality service delivery
Complete middle office tasks efficiently and in order of priority
Maintain clear, effective communication with both customers and internal teams
Stay up to date on product knowledge and contribute to regular team discussions
Actively engage in training, coaching sessions, and team meetings
Follow all processes and procedures, including complaint handling and FCA guidelines
About You:
Strong communication and empathy skills
Calm and professional approach in high-pressure situations
Organised, detail-oriented, and able to multitask effectively
Proactive mindset with a focus on delivering excellent customer outcomes
Able to work a variety of shifts including weekends and nights
Comfortable working independently in a hybrid environment
Experience in a customer service or assistance role
Understanding of FCA complaint handling processes
Familiarity with medical or emergency support services
Staff Benefits:
At Allianz Partners, we believe in rewarding our people and supporting their growth. In return for your skills, we offer:
Pension Scheme – 4% employer & 4% employee contributions (+2.5% matching after 1 year)
Private Medical Cover
Life Assurance – 4x your annual salary
Flu Vaccinations & Eye Care Vouchers
Free Roadside Assistance – after 6 months
Discounted Travel Insurance
Season Ticket Loan – interest-free after probation
Discounts on Allianz products and partner retailers
Comprehensive Employee Assistance Programme – 24/7 support
Recognition & Rewards for high performance and long service
About Allianz:
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.
Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we commit to them, nourish them and invest in their careers because we recognize that your development goes hand in hand with our growth and success.
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.
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