Customer Claims Technical Support Co-ordinator

Allianz; London; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A leading insurance firm in London is seeking a Customer Claims Technical Support Co-ordinator to provide frontline support for warranty claims. The role involves communication with retailer networks and customers to assess warranty-related enquiries. Ideal candidates will have strong organisational skills and experience in call handling, ensuring professional customer interactions. This position offers a hybrid working model with 35 hours per week.

Qualifications

• Engage clearly and professionally with retailer networks, customers, and internal teams.
• Effectively prioritise and manage a diverse workload, coordinating multiple tasks.
• Previous experience in customer service or warranty functions is highly desirable.

Responsibilities

• Handle warranty and service plan-related enquiries via calls and online platforms.
• Provide timely information to stakeholders about warranty coverage.
• Deliver a professional, empathetic service, ensuring adherence to company policies.

Skills

Proficiency in verbal and written communication

Strong organisational skills

Experience in call handling

Foundational understanding of automotive technical concepts

Job description

Customer Claims Technical Support Co-ordinator

Job Title: Customer Claims Technical Support Co-ordinator

Reporting to: Head of Warranty Claims

Department: Warranty Operations - Hybrid Working

Objective of the Role

To provide frontline support to the warranty claims team on behalf of multiple automotive manufacturers' Approved Used car and insured warranty programmes. The role involves direct communication with retailer networks and customers to assess and validate warranty-related enquiries, ensuring all claims comply with the eligibility criteria outlined in the terms and conditions of the programmes. Delivering a professional, empathetic, and proactive service experience is critical to achieving fair and positive customer outcomes in alignment with Consumer Duty principles.

The role requires a comprehensive understanding of standard operating procedures, warranty policy terms and conditions, and relevant processes within Warranty operations, including Sales and Administration, to maintain high-quality service delivery.

Main Duties

• Handle warranty and service plan-related enquiries and transactions via inbound/outbound calls and online claims administration platforms.
• Ensure all calls are handled in accordance with Consumer Duty principles, delivering fair, transparent, and customer-focused outcomes.
• Provide accurate and timely information to retailers, customers, and internal teams regarding warranty coverage and claim procedures.
• Deliver a professional, empathetic, and proactive service experience, ensuring adherence to company policies and the principles of Treating Customers Fairly.
• Ensure all customer interactions align with contractual obligations and contribute to delivering exceptional customer experiences.
• Collaborate effectively with colleagues to support the Allianz Partners Vision and Mission.
• Respond to retailer and customer emails, ensuring all activities are logged and tracked via internal workflow systems.
• Use sound judgement and customer service expertise to manage each call efficiently, ensuring timely resolutions.
• Proactively monitor call volumes to support colleagues, ensure service levels are maintained, and keep customers informed, delivering within agreed timeframes.
• Escalate complex or high-risk complaints to senior supervisors, providing clear, objective, and comprehensive information to support resolution.

Hours

Thirty-Five hours per week, between 9 am to 5 pm. Due to the nature of this role, hours may vary in line with business needs. Monday to Friday with 2 days working from Croydon Head Office.

Attributes and Skills

• Proficiency in both verbal and written communication. You will be required to engage clearly and professionally with retailer networks, customers, and internal teams.
• Strong organisational skills to effectively prioritise and manage a diverse workload, coordinate multiple tasks, adhere to deadlines, and ensure all activities are recorded accurately.
• Previous experience in call handling within similar customer service or warranty-related functions is highly desirable. The role demands managing inbound and outbound calls professionally, efficiently, and with a customer-centric approach.
• A foundational understanding of automotive technical concepts is beneficial to support accurate assessment and validation of warranty claims. This knowledge enables effective communication with both customers and technical teams and aids in resolving complex warranty enquiries.

Additional Responsibilities

• Health & Safety: Ensure your work area is safe and tidy, abide by the Health & Safety Work Act 1974, and report any safety issues.
• Training: Notify your manager of areas requiring additional training and participate in training on new schemes and skills as required.
• Quality Management System: Follow documented quality procedures and instructions as part of the team.
• Key Performance Areas: Aim to achieve 100% on all individual and departmental objectives.
• Appraisals: Participate actively in regular reviews and assessments.
• Regulatory: Work within and comply with all relevant regulations and legislation.

About Allianz

Allianz Group is one of the most trusted insurance and asset management companies worldwide. We are committed to caring for our employees and fostering an inclusive environment where everyone can grow and contribute. Allianz Partners specializes in travel insurance, assistance, mobile device & digital risks, health & life, and automotive insurance. We are an equal opportunity employer, welcoming applications from all backgrounds.

Join us. Let's care for tomorrow.