Senior Customer Assistance Coordinator

Job Title – Senior Customer Assistance Coordinator – Medical

Department – Medical

Location – Office/Hybrid/Remote – Croydon Office

Salary - £27,296.79

Bonus - £1,500

The role:  As a Medical Assistance Coordinator, you will be helping our customers in their hour of need, any place and at any time

You will be delivering outstanding experiences by providing practical solutions and advice at a time when your help is needed most.  You will use your organisational skills in a kind and empathetic way, ensuring our customers are cared for at every step of the way.  Dealing with both inbound and outbound calls, you will have excellent communications skills with the ability to stay calm under pressure.

Working within the Medical team, you will be report to the Medical Team Manager. You will contribute to regular team meetings and be supported through your initial training and beyond with our buddy system. You are encouraged to bring your ideas and highlight areas for improvement in processes

Hours:   This position is based on a 35-hour week and will include working weekends and bank holidays, covering shifts between 7am and 10pm.  You may also be required to work some night shifts from 9pm to 7.30am.

You will:

• Support your Manager by taking the time to plan shift based on volume and resource available. Identify any potential fall in service levels and discuss appropriate steps to resolve with the management team.
• Support the Medical team with customer queries, live case management & complaint handling
• Support managers in monthly team meetings and effectively communicate to the team relevant department information
• Handle all in and outbound calls in a helpful, polite and professional way
• Provide proactive solutions to our customers
• Monitor all aspects of the task to ensure all services are provided at the agreed time and customers are kept fully appraised of the progress
• To ensure all product and technical knowledge is applied at every opportunity
• Handle all regulated complaints within the FCA complaint guidelines

About you:

• You will have a good level of general education, including Maths & English A-C GCSE or equivalent
• A genuine desire to provide a high level of customer service
• Have the ability to effectively manage multiple cases
• Able to show empathy and remain calm in a pressurized environment
• Flexible and able to work a variety of shifts

Office Life: We are proud of our inclusive, diverse and supportive working environment at Allianz Partners. There is lots of experience within the team to help you on your journey, plus many incentives to keep you motivated! We have a break-out floor to take well-earned breaks, with a kitchen and vending machines if you are feeling peckish! You will be part of an outstanding customer focussed organisation where we care for each other and which makes us a great place to work

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.