Customer Assistance Coordinator - Roadside

Allianz Partners; Croydon; Hybrid; GBP 27,000 - 31,000; Full time

Benefits offered by this job

Pension scheme

Private medical cover

Life assurance

Travel insurance discount

Season ticket loan

Volunteer days

Employee assistance program

Job summary

Allianz Partners in Croydon is hiring a Customer Service Coordinator for Roadside Assistance on a hybrid model. The role focuses on empathetic communication, managing cases end-to-end, and delivering timely service.

The position offers full-time hours, a base salary with potential performance bonus, and IT equipment provision. The team values professionalism, reliability, and a customer-first approach, with opportunities for development within a globally recognised insurance and assistance

Qualifications

• Strong verbal communication and active listening.
• Customer-first mindset in stressful situations.
• Comfort using multiple systems across tasks.

Responsibilities

• Respond to customer calls with professionalism and empathy.
• Proactively manage roadside assistance cases from start to resolution.
• Provide clear updates to customers at each stage of their case.
• Follow call guidelines to meet quality and compliance standards.
• Log and update case information across systems with data integrity.
• Collaborate with team to drive service excellence and share best practices.

Skills

Verbal communication

Customer focus

Multi-system usage

Flexible hours

Home office setup

AI tools familiarity

Tools

Casual CRM systems

Job description

Location & Hours

• Location: Croydon (CR9 6HD) — hybrid working model, with IT equipment provided
• Full-Time: £27,013.60 per year + up to £2,045 performance bonus | 35 hours/week

Croydon, CR9 6HD | Hybrid Working | Full-Time

Are you a natural communicator who thrives on helping people in their moment of need? Join Allianz Partners as a Customer Service Coordinator in our Roadside Assistance team, based in Croydon (CR9 6HD) on a hybrid working model. In this role, you'll be the reassuring voice customers rely on when they need help most — managing roadside assistance cases with professionalism, empathy, and efficiency. As part of a globally recognised insurance and assistance organisation serving millions of customers worldwide, you'll have the support, tools, and development opportunities to build a genuinely rewarding career.

What You'll Do

• Respond to customer calls with professionalism, empathy, and efficiency, ensuring every interaction meets Allianz Partners' quality standards
• Proactively manage each roadside assistance case from first contact through to resolution, ensuring timely and appropriate service delivery
• Communicate clear, consistent updates to customers throughout their case, keeping them informed and reassured at every stage
• Work within established call guidelines and procedures to consistently meet quality and compliance standards
• Log and update case information accurately across multiple systems simultaneously, maintaining data integrity throughout
• Collaborate with your team and management to drive continuous service excellence and share best practice

What You'll Bring

• Strong verbal communication and active listening skills, with the ability to remain calm and solution-focused under pressure
• A customer-first mindset with a compassionate, professional approach — especially when supporting customers in stressful situations
• Confidence using multiple systems and managing several tasks at the same time
• Flexibility to work varied hours, including weekends and bank holidays, across a shift pattern of 7:00 AM – 9:00 PM, Monday to Sunday
• A reliable home working setup for hybrid working days
• Familiarity with AI-assisted tools or digital customer service platforms is a plus — we're continuously evolving how we use technology to improve the customer experience

Desirable

• Experience in a customer service, contact centre, or emergency services environment
• Knowledge of roadside assistance processes or motor claims

What 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 — available after your 6-month probation period
• Travel Insurance — at a discounted rate
• Interest-Free Season Ticket Loan — available 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
• Employee Assistance Programme (EAP) — 24/7 confidential support for wellbeing, legal, and financial matters
• Recognition & Rewards — for high performance and long service
• All IT equipment provided — PC, dual monitors, keyboard, and mouse

Who We Are

Allianz Partners is a world leader in assistance and insurance solutions, operating in over 75 countries and serving millions of customers every year. In the UK, our Roadside team is at the heart of what we do — delivering fast, reliable support to customers when they need it most. We're part of the wider Allianz Group, one of the world's largest and most trusted financial services organisations, with over 125 million customers globally. We're proud to be an employer that genuinely invests in its people — offering real career development, a supportive team culture, and the stability of a global brand with a local feel.

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. We are united by a shared commitment: to put our customers first and at the centre of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Join us. Let's care for tomorrow.

To Recruitment Agencies

We have an in-house recruitment team that focuses on sourcing great candidates directly. Therefore, we do not accept unsolicited resumes from agencies or search firm recruiters. When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when such a contract is in place. Without a contract, we will not accept invoices related to unsolicited resumes, even if the candidate is ultimately hired. Please do not contact hiring managers directly.