[Hiring] Customer Experience Coordinator @Allianz Insurance

Role Description

At Allianz Partners, we are committed to delivering premium travel assistance and insurance services to customers across the UK — and you'll be at the heart of that promise. As a Customer Experience Coordinator within our Travel Insurance team, you will be the first point of contact for customers who need help when it matters most — whether they're dealing with a travel disruption, a medical emergency abroad, or an insurance query. Working on a full-time basis across rotating shifts (Monday–Saturday 8am–8pm, Sunday 9am–5pm), you'll play a vital role in ensuring every customer interaction reflects our commitment to care, quality, and fairness. This is a role for someone who genuinely enjoys helping people and thrives in a fast-paced, customer-focused environment.

• Contract Type: 5-Month Fixed-Term Contract
• Working Pattern: Remote
• Hours: 35 hours per week
• Salary: £23,608.43 per annum
• Bonus: Up to £2,045 annual performance bonus (paid quarterly)

Qualifications

• Experience in a customer service role, ideally within a contact centre, travel, or insurance environment
• Strong communication skills — you're confident on the phone, a good listener, and able to explain things clearly and empathetically
• Ability to manage multiple tasks simultaneously and prioritise effectively under pressure
• High attention to detail and a quality-focused mindset
• Good geographical knowledge — helpful for supporting customers with travel-related queries
• Proficiency in standard PC applications and the ability to navigate multiple systems simultaneously
• A genuine commitment to delivering outstanding customer experiences every time
• Flexibility to work across a rotating shift pattern (Monday–Saturday 8am–8pm, Sunday 9am–5pm)
• Good standard of general education, including English Language GCSE or equivalent
• Familiarity with FCA regulations and the principles of Treating Customers Fairly (desirable)
• Knowledge of travel insurance products or the travel industry (desirable)
• Comfort using AI-assisted tools or digital workflows to support customer interactions and case management (desirable)

Requirements

• Handle inbound and outbound customer calls with a helpful, friendly, and professional approach, ensuring every customer receives the support they need in a timely manner
• Provide proactive, solutions-focused responses to customer enquiries, aligned with Business Partner expectations and FCA regulatory requirements
• Manage each customer contact end-to-end, ensuring the most appropriate service is delivered and the customer is kept fully informed of progress
• Identify and present relevant insurance upgrade options to customers, following a procedure-based sales approach and the principles of Treating Customers Fairly (TCF)
• Prioritise your workload in line with customer needs, balancing multiple cases simultaneously to achieve the best possible outcomes
• Record all customer interactions accurately and complete associated administrative tasks within required timeframes
• Handle regulated complaints in line with FCA guidelines, escalating high-profile or contentious cases to the appropriate manager promptly
• Follow all call guides, processes, and compliance procedures as defined by the business and its Business Partners
• Share product knowledge, technical updates, and customer feedback trends with your team and senior managers to support continuous improvement
• Participate actively in coaching, feedback, and development sessions, including call audits, one-to-ones, and performance reviews
• Complete all mandatory training modules on time to remain compliant with industry regulations
• Maintain a safe and tidy work environment in line with Health & Safety requirements

Benefits

• Excellent training and onboarding, underpinned by our commitment to 'Achieving Excellence through Learning' — so you're set up for success from day one
• Competitive annual leave to support your work-life balance
• Company pension scheme contributions to help secure your future
• Company bonus scheme recognising your performance and contribution
• Private Medical cover for your health and wellbeing
• Discounted Allianz products, including Travel Insurance and Roadside Assistance
• Annual flu vaccination and Eye Care vouchers to support your everyday health
• Vouchers and discounts for a wide range of high street and online retailers
• Interest-free season ticket loan (after qualifying period) to support your commute
• Corporate Social Responsibility opportunities to give back to your community
• Ongoing personal development support, with encouragement to bring your ideas and drive improvements in the way we work
• An inclusive, values-driven culture where your voice is heard and your contribution matters