Customer Assistance Coordinator

AWP Assistance UK Ltd; Birmingham; Hybrid; GBP 28,000; Full time

Job summary

A leading organisation is seeking a Customer Assistance Coordinator to support customers requiring roadside assistance in Birmingham. The position involves responding to customer inquiries, managing assistance cases, and delivering exceptional service within a hybrid work environment. The role offers a salary of £27,013.60 and additional performance bonuses, alongside a comprehensive benefits package including private medical cover and pension options.

Benefits

Pension Scheme

Private Medical Cover

Life Assurance

Free Roadside Assistance

Travel Insurance at a discounted rate

Employee Assistance Programme

Paid Volunteering Days

Qualifications

• Experience in customer service, call centre, or emergency services environment.
• Understanding of roadside assistance processes or motor claims.
• Comfortable using multiple systems.

Responsibilities

• Respond to customer calls with professionalism and empathy.
• Proactively manage each assistance case to ensure timely service delivery.
• Communicate updates clearly to customers.

Skills

Verbal communication

Listening skills

Customer-focused approach

Solutions-driven mindset

Ability to multitask

Job description

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Customer Assistance Coordinator, Birmingham

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Client:

AWP Assistance UK Ltd

Location:

Birmingham, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

8255fbd5113b

Job Views:

28

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

Customer Assistance Coordinator

Job Title – Customer Assistance Coordinator
Department – Roadside
Location – Birmingham (Centre City House, Hill Street, B5 4US)
Salary – £27,013.60
Bonus – £2,045 performance bonus
Start Date – July 7th

The Role:
As a Customer Assistance Coordinator, you’ll play a vital role in supporting customers who require roadside assistance, delivering prompt, professional, and compassionate service. You'll be part of a dynamic, customer-focused team that strives to provide a smooth and reassuring experience during stressful situations.

This is a fantastic opportunity to join a global organisation that genuinely values its people and offers real opportunities for growth and development.

Hours & Working Pattern:
This is a 35-hour per week position, with shifts scheduled between 7:00 AM – 6:00 PM, Monday through Sunday.
The role follows a hybrid working model. All necessary IT equipment will be provided (PC, dual monitors, keyboard, and mouse)

You Will:

Respond to customer calls with professionalism, empathy, and efficiency

Proactively manage each assistance case to ensure timely and appropriate service delivery

Communicate updates clearly and consistently to customers

Work within established call guidelines and procedures to meet quality standards

Collaborate with your team and management to drive service excellence

About You:

Strong verbal communication and listening skills

Customer-focused with a calm and solutions-driven approach

Comfortable using multiple systems and managing tasks simultaneously

Ability to work flexible hours, including weekends and bank holidays

A reliable and professional home working setup

Experience in a customer service, call centre, or emergency services environment

Understanding of roadside assistance processes or motor claims

Staff Benefits:
At Allianz Partners, we believe in rewarding our people and supporting their growth. In return for your skills, we offer:

Pension Scheme – Auto-enrolled from the 1st of the following month with 4% employee and 4% employer contributions, plus a 2.5% matching increase after 1 year of service

Private Medical Cover

Life Assurance – 4x your annual basic salary

Flu Vaccinations & Eye Care Vouchers

Free Roadside Assistance – After 6 months' probation

Travel Insurance – At a discounted rate

Interest-Free Season Ticket Loan – After probation

3 Paid Volunteering Days Per Year – After 12 months of service

Discounts – On Allianz products and a wide range of retail and lifestyle brands

Comprehensive Employee Assistance Programme (EAP) – 24/7 support for wellbeing, legal, and financial matters

Recognition & Rewards – For high performance and long service

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.