When someone's home emergency turns into a crisis, you're the calm, expert voice that makes all the difference. As a Customer Assistance Coordinator within our Home Assistance team, you'll be at the heart of delivering real, practical help to customers when they need it most. Based at our Croydon office, this is a 6-month fixed term contract opportunity where you'll work as part of a dedicated 24/7 team, coordinating assistance services and ensuring every customer receives a timely, professional, and genuinely caring response. This is a role where your communication skills, problem-solving ability, and commitment to outstanding service will directly shape the experience of customers across the UK. If you thrive in a fast-paced environment and want a role where your work truly matters, we'd love to hear from you.
What You'll Do
- Handle all incoming and outgoing customer calls in a helpful, friendly, and professional manner, providing proactive solutions in line with our business partners' expectations
- Coordinate each assistance task to ensure customers receive the most appropriate service in a timely and cost-effective way
- Monitor all aspects of each task to ensure services are delivered at the agreed time, keeping customers fully informed of progress throughout
- Prioritise your workload effectively, completing all assistance management tasks in order of priority and using proactive outreach — such as calling customers to provide updated estimated arrival times or arrange follow-up appointments — to deliver the best possible outcome
- Follow established call guides and processes to ensure consistency and compliance across all customer interactions
- Escalate any service failures or potential problems to the relevant Supervisor or Manager promptly
- Handle regulated complaints in line with FCA complaint guidelines, escalating high-profile or contentious cases to the appropriate Manager as quickly as possible
- Contribute to a positive team environment by sharing product or technical developments, highlighting customer feedback trends to Senior Managers, and participating actively in team meetings and performance conversations
- Complete all mandatory and online training modules on time to remain compliant with industry regulations
- Maintain a safe and tidy work area in accordance with the Health & Safety at Work Act 1974, reporting any health and safety concerns to your Supervisor or Manager
What You'll Bring
- Experience in a customer service or contact centre environment, ideally within insurance, assistance, or a related financial services sector
- Strong communication skills — you're confident, empathetic, and professional on the phone, and you know how to put customers at ease in stressful situations
- Excellent organisational and prioritisation skills, with the ability to manage multiple tasks simultaneously in a fast-paced, 24/7 environment
- A proactive, solutions-focused mindset — you look for the best outcome for the customer and take ownership of tasks through to resolution
- Ability to work flexibly, including weekends and bank holidays, as part of a rotating shift pattern covering 24 hours a day, 7 days a week
- Familiarity with FCA complaint handling guidelines or a willingness to learn and apply regulatory requirements
- Attention to detail and accuracy when recording case information and following established processes
- A collaborative approach — you actively contribute to team meetings, coaching sessions, and development conversations
- Comfort using digital tools and systems; experience with or openness to AI-assisted customer service tools or workflow platforms is a plus
What We Offer
- 6-month fixed term contract
- Competitive salary commensurate with experience
- Flexible working arrangements where possible, with a supportive team environment
- Company pension scheme
- Private medical insurance
- Life assurance
- 25 days' annual leave plus bank holidays (pro-rated for the duration of the contract)
- Access to Allianz Partners' employee discounts and wellbeing programmes
- Ongoing training, coaching, and career development support — including a Personal Development Plan tailored to your goals
- A genuinely inclusive workplace where your contribution is valued every day
Who We Are
Allianz Partners is a world leader in assistance and insurance solutions, operating in over 75 countries and serving millions of customers every year. In the UK, we are proud to be one of the leading providers of home, travel, and automotive assistance — delivering real help to people at the moments that matter most. As part of the wider Allianz Group, one of the world's most trusted financial services organisations, we combine global scale with a deeply human approach to customer care. Our people are at the core of everything we do, and we are committed to building a workplace where everyone can thrive. At Allianz Partners UK, we live by our purpose: "We care for tomorrow" — and that starts with caring for our people today.
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. We are united by a shared commitment: to put our customers first and at the centre of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Join us. Let's care for tomorrow.
Pay: From £29,000.00 per year
Benefits:
- Company pension
- Employee discount
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Work Location: In person
