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Form of workJob Title – Real Time Performance Analyst
Department – Travel Experience
Location – Croydon/ Birmingham – Hybrid / Remote
The role:
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
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.
Join us. Let's care for tomorrow.
