24/7 Emergency Assistance Coordinator

Allianz Partners; Croydon; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Private medical insurance

Company pension scheme

Life assurance

25 days leave + bank holidays

Employee discounts

Job summary

Allianz Partners in Croydon is seeking a Customer Assistance Coordinator for a 6-month fixed term contract within our Home Assistance team. You will coordinate responses and deliver practical help to customers across the UK, acting as a calm, expert point of contact when emergencies arise.

You’ll handle calls, arrange tasks, monitor progress, and keep customers informed while following FCA guidelines and company processes.

Qualifications

• 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 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

Responsibilities

• 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 and report any health and safety concerns to your Supervisor or Manager

Skills

Customer service

Communication skills

Problem solving

Organisational skills

Flexibility

FCA knowledge

Attention to detail

Team collaboration

Digital tools / AI tools

Tools

AI-assisted tools

Job description

Allianz Partners in Croydon is seeking a Customer Assistance Coordinator for a 6-month fixed term contract within our Home Assistance team. You will coordinate responses and deliver practical help to customers across the UK, acting as a calm, expert point of contact when emergencies arise.

You’ll handle calls, arrange tasks, monitor progress, and keep customers informed while following FCA guidelines and company processes.