Customer Assistance Coordinator - Roadside (Part-Time)

Awp Assistance Uk Ltd; England; On-site; GBP 15,000 - 17,000; Part time

Benefits offered by this job

Pension scheme with employer contrib.

Private medical cover

Life assurance

Job summary

Allianz Partners in the UK is seeking a Customer Assistance Coordinator (Roadside) on a 20-hour per week, hybrid role based in Croydon. You will handle roadside assistance calls, provide reassurance, and coordinate timely service delivery.

Training is four weeks long with Mon-Fri 9am-5pm, after which hours are 4pm-9pm on weekdays and 9am-1pm on Saturdays (two Saturdays per month). Benefits include a pension scheme, private medical cover, life assurance and wellbeing support.

Qualifications

• Experience in customer service, contact centre, assistance or emergency service environments.
• Strong verbal communication and active listening skills.
• Ability to work effectively in a hybrid environment with reliable home workspace and internet.

Responsibilities

• Respond to customer calls professionally, empathetically and efficiently, ensuring interactions meet quality standards.
• Manage roadside assistance cases from initial contact through to resolution.
• Provide clear and consistent updates to customers throughout their case.
• Follow established procedures to maintain quality, compliance and customer satisfaction.
• Accurately record and update case information across multiple systems.
• Work collaboratively with colleagues and management to support continuous improvement and service excellence.

Job description

Customer Assistance Coordinator - Roadside (Part-Time)

Location: Croydon (CR9 6HD)
Working Pattern: Hybrid working model, with IT equipment provided
Salary: £15,436.34 per annum plus up to £1,168.57 performance bonus

Training – 4 weeks (Mon-Fri / 9am to 5pm)

Hours & Working Pattern after training: 20 hours per week.

• Mon to Fri – 4pm to 9pm
• Saturdays – 9am to 1pm - 2 saturdays a month

Do you enjoy supporting people and providing reassurance during challenging situations? Join Allianz Partners as a Customer Service Coordinator within our Roadside Assistance team. In this role, you will be the trusted point of contact for customers who require roadside assistance, delivering a high standard of service with professionalism, empathy and efficiency.

As part of a globally recognised insurance and assistance organisation serving millions of customers worldwide, you will have access to the support, tools and development opportunities needed to build a rewarding career.

What You'll Do

• Respond to customer calls professionally, empathetically and efficiently, ensuring every interaction meets Allianz Partners' quality standards.
• Manage roadside assistance cases from initial contact through to resolution, ensuring timely and appropriate service delivery.
• Provide clear and consistent updates to customers throughout their case, helping them stay informed and reassured.
• Follow established procedures and guidelines to maintain quality, compliance and customer satisfaction standards.
• Accurately record and update case information across multiple systems while maintaining data integrity.
• Work collaboratively with colleagues and management to support continuous improvement and service excellence.

What You'll Bring

• Strong verbal communication and active listening skills, with the ability to remain calm and solution-focused in a fast-paced environment.
• A customer-focused approach with the ability to support customers in potentially stressful situations.
• Confidence using multiple systems and managing a variety of tasks simultaneously.
• Ability to work effectively in a hybrid environment, with an appropriate home working space and reliable internet connection.
• Flexibility to work a rotating shift pattern between 7:00 AM and 9:00 PM, Monday to Sunday, including weekends and bank holidays.
• Comfortable using digital technologies, knowledge-management systems and AI-assisted customer service tools to support efficient customer interactions and case management.

Desirable Experience

• Experience in customer service, contact centre, assistance or emergency service environments.
• Knowledge of roadside assistance processes or motor claims.

What We Offer

• Pension Scheme with employer contributions and additional matching increase after one year of service.
• Private Medical Cover.
• Life Assurance of four times annual basic salary.
• Flu Vaccinations and Eye Care Vouchers.
• Free Roadside Assistance after successful completion of probation.
• Discounted Travel Insurance.
• Interest-Free Season Ticket Loan after probation.
• Three paid volunteering days per year after 12 months of service.
• Discounts on Allianz products and a range of retail and lifestyle brands.
• Employee Assistance Programme providing confidential wellbeing, legal and financial support.
• Recognition and reward programmes for performance and long service.
• Full IT equipment provided, including PC, dual monitors, keyboard and mouse.

Allianz Partners is a global leader in assistance and insurance solutions, operating in more than 75 countries and supporting millions of customers every year. In the UK, our Roadside Assistance team plays a vital role in delivering reliable support when customers need it most. As part of the Allianz Group, one of the world's most trusted financial services organisations, we offer career development opportunities, a supportive culture and the stability of a global business.

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.