Customer Assistance Manager

Allianz; Croydon; Hybrid; GBP 33,000; Full time

Job summary

A leading insurance company is seeking a Customer Assistance Manager to lead their Home Assistance Hub in Croydon. The role involves coaching a team to deliver outstanding customer experiences while managing performance and ensuring targets are met. Candidates should have strong leadership and customer service skills. This position offers a competitive salary, a hybrid working arrangement, and numerous employee benefits.

Benefits

Competitive salary with annual bonus scheme

Hybrid working (60/40 office/home)

Private Medical Cover

Company pension scheme

Career development opportunities

Qualifications

• Proven leadership and people management experience.
• Strong customer service background handling complex cases.
• Excellent communication, coaching, and problem-solving skills.

Responsibilities

• Lead, coach, and develop your team for excellent customer experiences.
• Ensure performance targets and KPIs are met.
• Support the team with escalated or complex cases.

Skills

Leadership

Customer service

Communication

Coaching

Problem-solving

Job description

Overview

Job Title: Customer Assistance Manager - Home Assistance Hub

Location of work: Office/Hybrid - Croydon

Salary: £33,021.15 Salary + £2000 Shift Allowance Non Contractual Bonus £4105 per annumPaid annually

Contract: 6-month Fixed Term Contract

As a Customer Assistance Manager, you'll be leading a team of Customer Assistance Coordinators within our busy 24/7 Home Assistance Hub. Your role is all about delivering outstanding customer experiences, motivating and developing your team, and creating a high-performance culture where colleagues feel supported, valued, and empowered to succeed.

This is a fantastic opportunity for someone with proven leadership experience who is passionate about people, customer service, and continuous improvement.

Hours

This position is based on a 35-hour week, on a shift basis, Monday - Friday 07:00 - 18:00 our business can be unpredictable, so flexibility is key - but in return we offer a supportive, collaborative working environment and hybrid office/home working.

You will

• Lead, coach and develop your team to deliver excellent customer experiences every day.
• Ensure performance targets and KPIs are consistently met.
• Support your team with escalated or complex cases, providing guidance and solutions.
• Hold regular 1-1s, team meetings and performance reviews, recognising success and addressing challenges.
• Create a culture of collaboration, professionalism and continuous improvement.
• Manage real-time performance, resourcing and workflow to ensure the best outcomes for customers.
• Embed customer service excellence and compliance with industry regulations.

About you

• Proven leadership and people management experience.
• A strong customer service background with the ability to handle complex cases with professionalism and empathy.
• Excellent communication, coaching and problem-solving skills.
• Confident in managing performance, setting goals and inspiring a team.
• Flexible and resilient, able to adapt to a fast-paced, 24/7 operational environment.

Staff Benefits

We will provide you with excellent training and continuous learning opportunities, as we are dedicated to "Achieving Excellence Through Learning." In return for your skills and enthusiasm, you'll receive:

• Competitive salary with annual bonus scheme
• Hybrid working (60/40 office/home)
• Private Medical Cover
• Company pension scheme & competitive annual leave
• Roadside Assistance (free after 6 months' probation)
• Annual flu vaccination & eye care vouchers
• Access to discounts on Allianz products, plus high street and online retailers
• Career development and internal progression opportunities
• Corporate Social Responsibility days
• Interest-free season ticket loan after probation

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.

Diversity & Inclusion

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.

Join us. Let's care for tomorrow.