Customer Experience Coordinator - Travel

Allianz; United Kingdom; Remote; GBP 24,000 - 26,000; Full time

Benefits offered by this job

Training & onboarding

Company pension

Private medical cover

Annual leave

Bonus scheme

Staff discounts

Job summary

Allianz Partners in the United Kingdom is seeking a Customer Experience Coordinator for our Travel Insurance team. You will be the first point of contact for customers needing help during travel disruptions, medical emergencies, or insurance questions.

This full-time, remote role involves 35 hours weekly, with a 5-month fixed-term contract and a salary of £23,608.43 per year plus a quarterly bonus up to £2,045.

Qualifications

• Experience in a customer service role, ideally within a contact centre, travel, or insurance environment.
• Strong communication skills for phone, email, and chat interactions.
• Ability to multitask and prioritise under pressure.
• High attention to detail and quality-focused mindset.
• Good geographical knowledge to support travel-related queries.
• Familiarity with FCA regulations and Treating Customers Fairly is desirable.

Responsibilities

• Handle inbound and outbound customer calls with a friendly, professional approach.
• Provide proactive, solutions-focused responses to enquiries in line with regulatory requirements.
• Manage each customer contact end-to-end and keep customers informed of progress.
• Identify insurance upgrade options following a procedure-based sales approach.
• Prioritise workload to balance multiple cases and outcomes.
• Record interactions accurately and complete administrative tasks on time.
• Handle regulated complaints in line with FCA guidelines and escalate as needed.
• Follow call guides, processes, and compliance procedures.
• Share product knowledge and feedback trends with the team and managers.
• Participate in coaching, feedback, and performance reviews.
• Complete mandatory training modules to stay compliant.
• Maintain a safe and tidy work environment per Health & Safety requirements.

Skills

Customer service

Communication

Multitasking

Attention to detail

Geographical knowledge

Digital literacy

English GCSE or equivalent

Education

English Language GCSE or equivalent

Tools

AI-assisted tools

Job description

At Allianz Partners, we are committed to delivering premium travel assistance and insurance services to customers across the UK - and you'll be at the heart of that promise. As a Customer Experience Coordinator within our Travel Insurance team, you will be the first point of contact for customers who need help when it matters most - whether they're dealing with a travel disruption, a medical emergency abroad, or an insurance query. Working on a full-time basis across rotating shifts (Monday-Saturday 8am-8pm, Sunday 9am-5pm), you'll play a vital role in ensuring every customer interaction reflects our commitment to care, quality, and fairness. This is a role for someone who genuinely enjoys helping people and thrives in a fast-paced, customer-focused environment.

Contract Type: 5-Month Fixed-Term Contract

Working Pattern: Remote

Hours: 35 hours per week

Salary: £23,608.43 per annum

Bonus: Up to £2,045 annual performance bonus (paid quarterly)

What You'll Do

• Handle inbound and outbound customer calls with a helpful, friendly, and professional approach, ensuring every customer receives the support they need in a timely manner
• Provide proactive, solutions-focused responses to customer enquiries, aligned with Business Partner expectations and FCA regulatory requirements
• Manage each customer contact end-to-end, ensuring the most appropriate service is delivered and the customer is kept fully informed of progress
• Identify and present relevant insurance upgrade options to customers, following a procedure-based sales approach and the principles of Treating Customers Fairly (TCF)
• Prioritise your workload in line with customer needs, balancing multiple cases simultaneously to achieve the best possible outcomes
• Record all customer interactions accurately and complete associated administrative tasks within required timeframes
• Handle regulated complaints in line with FCA guidelines, escalating high-profile or contentious cases to the appropriate manager promptly
• Follow all call guides, processes, and compliance procedures as defined by the business and its Business Partners
• Share product knowledge, technical updates, and customer feedback trends with your team and senior managers to support continuous improvement
• Participate actively in coaching, feedback, and development sessions, including call audits, one-to-ones, and performance reviews
• Complete all mandatory training modules on time to remain compliant with industry regulations
• Maintain a safe and tidy work environment in line with Health & Safety requirements

What You'll Bring

• Experience in a customer service role, ideally within a contact centre, travel, or insurance environment
• Strong communication skills - you're confident on the phone, a good listener, and able to explain things clearly and empathetically
• Ability to manage multiple tasks simultaneously and prioritise effectively under pressure
• High attention to detail and a quality-focused mindset
• Good geographical knowledge - helpful for supporting customers with travel-related queries
• Proficiency in standard PC applications and the ability to navigate multiple systems simultaneously
• A genuine commitment to delivering outstanding customer experiences every time
• Flexibility to work across a rotating shift pattern (Monday-Saturday 8am-8pm, Sunday 9am-5pm)
• Good standard of general education, including English Language GCSE or equivalent
• Familiarity with FCA regulations and the principles of Treating Customers Fairly (desirable)
• Knowledge of travel insurance products or the travel industry (desirable)
• Comfort using AI-assisted tools or digital workflows to support customer interactions and case management (desirable)

What We Offer

• Excellent training and onboarding, underpinned by our commitment to 'Achieving Excellence through Learning' - so you're set up for success from day one
• Competitive annual leave to support your work-life balance
• Company pension scheme contributions to help secure your future
• Company bonus scheme recognising your performance and contribution
• Private Medical cover for your health and wellbeing
• Discounted Allianz products, including Travel Insurance and Roadside Assistance
• Annual flu vaccination and Eye Care vouchers to support your everyday health
• Vouchers and discounts for a wide range of high street and online retailers
• Interest-free season ticket loan (after qualifying period) to support your commute
• Corporate Social Responsibility opportunities to give back to your community
• Ongoing personal development support, with encouragement to bring your ideas and drive improvements in the way we work
• An inclusive, values-driven culture where your voice is heard and your contribution matters

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, we are one of the leading providers of travel assistance and insurance services, partnering with some of the most recognised brands in the travel industry. Our Travel Insurance team is dedicated to being there for customers when they need us most - providing expert, caring support at every point of their journey. As part of the wider Allianz Group - one of the world's largest insurance and asset management companies - we combine global expertise with a local, people-first approach. We are proud to foster an inclusive workplace where every colleague feels empowered to grow, contribute, and make a difference.

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 us care for tomorrow.