Britannia Rescue - Customer Representative

Allianz; Leeds; Hybrid; GBP 23,000 - 27,000; Full time

Job summary

A leading insurance provider in Leeds is seeking a Customer Representative to assist customers during breakdown situations. The role requires excellent communication skills and empathy. Full-time position with a starting salary of £23,400 per annum and a hybrid work model, with training provided to ensure success.

Benefits

Flexible buy/sell holiday options

Annual performance-related bonus

Contributory pension scheme

Development days

Flexible working options

Qualifications

• Proven experience in a customer-facing role, with a genuine passion for helping others.
• Strong emotional intelligence, showing empathy, patience, and professionalism in every interaction.
• Confidence working with digital tools and systems, with a willingness to learn new processes.

Responsibilities

• Provide compassionate support for customers during breakdown situations.
• Manage end-to-end services by processing messages and updates.
• Coordinate breakdown services for clients.

Skills

Customer service experience

Excellent communication

Calm under pressure

Empathy

Digital tools proficiency

Job description

Role Description

Join One of the UK's Most Trusted Breakdown Providers

Britannia Rescue is one of the UK's most respected names in breakdown cover. Our parent company, Allianz, are committed to delivering outstanding customer service across all their insurance products, and Britannia Rescue is no exception.

As a Britannia Rescue Customer Representative, you'll be the reassuring voice our customers hear during stressful moments - whether they're stranded on the roadside or stuck in the rain with their family. You'll handle calls with empathy, clarity, and efficiency, providing immediate support and arranging the help they need.

You don't need previous experience in customer service - what matters most is your attitude. If you're calm under pressure, an excellent communicator, and genuinely care about helping people, we'll provide the training and tools to help you succeed and thrive in this vital role.

This is a hybrid role based in our Leeds office, with the expectation to be on-site two days per month.

This is a full-time position, with a planned start date of 6th October 2025.

Training & Support:

In your first 6-12 months, you'll focus on handling breakdown claims, giving you a strong foundation in customer support. After that, you'll be cross-skilled into Britannia Rescue's Sales and Service function, broadening your expertise and development opportunities.

• 3 weeks of virtual training to build your knowledge and confidence.
• Followed by 3 weeks of buddying, where you'll work alongside experienced team members to ease into the role.

Salary Information

Pay: Starting Salary of £23,400 per annum.

Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

Working Hours

We're here for our customers 24/7, but your 7.5 hour shifts will fall within the following times:

• Monday to Friday: Between 7:00am and 8:30pm.
• Saturday and Sunday: Between 7:00am and 6:30pm.
• Over each 8-week period, you'll typically work 4 weekends.

You'll work 37.5 hours per week on an 8-week rolling rota - shift times will vary and may include:

• 07:00 - 15:30.
• 09:00 - 17:30.
• 12:30 - 20:30.

About You

You will be:

• Providing compassionate and efficient support when handling breakdown calls, assisting customers needing roadside assistance or recovery - often during urgent or emergency situations.
• Ensuring positive customer interactions and taking ownership for achieving good resolutions - independently, or with support.
• Managing end-to-end services by processing messages, instructions, and updates through online systems.
• Coordinating breakdown and uplift services for third-party clients.
• Answering and initiating contact across all channels to resolve queries and complaints, completing agreed actions.
• Attending and contributing to team meetings, one-to-ones, appraisals, and coaching sessions, and acting on feedback to continuously improve performance.

Essential Skills

To excel in this role you will need:

• Proven experience in a customer-facing role, with a genuine passion for helping others.
• Excellent communication skills, both verbal and written, with the ability to remain calm and clear under pressure.
• A positive, solutions-focused attitude, with the resilience and perseverance to support customers in urgent or stressful situations.
• Strong emotional intelligence, showing empathy, patience, and professionalism in every interaction.
• The ability to take ownership, using initiative to follow through and find the best outcomes for customers.
• Confidence working with digital tools and systems, with a willingness to learn new processes and technologies.
• A collaborative mindset, comfortable sharing knowledge and working with others to improve performance.
• Adaptability and flexibility, with the ability to handle a variety of tasks and switch between communication channels as needed.

We support the government scheme "Access to Work" please feel free to ask us about the access to work scheme.

What We Will Offer You

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that's perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That's on top of enjoying all the benefits you'd expect from the world's number one insurance brand, including:

• Flexible buy/sell holiday options
• Hybrid working
• Annual performance related bonus
• Contributory pension scheme
• Development days
• A discount up to 50% on a range of insurance products including car, home and pet
• Retail discounts
• Volunteering days

Our Ways of Working

Do you need flexibility with the hours you work? Let us know as part of your application and if it's right for our customers, our business and for you, then we'll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.

Integrity, Fairness, Inclusion & Trust

At Allianz, we believe in fostering an inclusive workforce and are proud to be an equal opportunity employer. Our commitment to equal opportunities, gender equity, and balanced gender representation, is demonstrated by our numerous accreditations: EDGE certified for gender inclusion, Women in Finance Charter members, Disability Confident employer, Stonewall Diversity Champion, Business in the Community's Race at Work Charter signatories, and Armed Forces Covenant gold standard employer.

We embrace neurodiversity and welcome applications from neurodivergent and disabled candidates, offering tailored adjustments to ensure your success.

We encourage our employees to advocate for their needs, whether it's assistive technology, ergonomic equipment, mentoring, coaching, or flexible work arrangements.

Accessible Application for All

As part of the Disability Confident Scheme, we support candidates with disabilities or long-term health conditions through the Offer an Interview Scheme, for those meeting the essential skills for the role.

Contact our Resourcing team to opt into this scheme or for assistance with your application, including larger text, hard copies, or spoken applications.

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For any inquiries or to submit your application, please contact: Ben Edwards

If you are an at-risk candidate facing potential redeployment, please include this information in your CV.

Closing date: 14 Aug 25

We reserve the right to close the advert early if we reach enough applications.

Join us - Let's Care for Tomorrow.

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