Customer Representative

Allianz Management Services Ltd; Ledston; Hybrid; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Flexible benefits package

Hybrid working

Annual performance bonus

Pension scheme

Development days

Discounts on insurance products

Job summary

Allianz Management Services Ltd is seeking a Customer Representative to join the Digital team in Leeds. The role focuses on delivering excellent customer experience by resolving enquiries quickly and building strong rapport with customers while adhering to regulatory requirements and company guidelines.

The position is hybrid, based in our Leeds office, with a 37.5-hour week and a rotating 8-week schedule. Salary is circa £27,007.50 per year, reflecting experience and location.

Qualifications

• Previous experience in a customer-facing role.
• Strong relationship-building and communication skills.
• Knowledge of insurance products or services is preferred.
• Ability to handle digital and telephony channels.
• Understanding of policy administration systems is beneficial.
• Able to multi-skill across channels and collaborate with colleagues.
• Proficient in MS Outlook and Word; strong written communication.

Responsibilities

• Resolve enquiries quickly and effectively, delivering excellent customer experience.
• Build rapport with customers while upholding regulatory requirements and company guidelines.
• Respond to queries across digital and telephony channels and take required actions.
• Update systems and pass ownership as needed to ensure case resolution.
• Keep training and technical knowledge up-to-date and participate in coaching sessions.

Skills

Customer service

Relationship building

Insurance knowledge

Multichannel support

Outlook & Word

Communication skills

Regulatory knowledge

Job description

Customer Representative

An exciting opportunity for a Customer Representative to join the Digital team.

As a Customer Representative, you’ll play a key role in delivering excellent customer experience by resolving enquiries quickly and effectively. You’ll build strong rapport with customers while maintaining high service and quality standards, ensuring all interactions align with regulatory requirements and company guidelines.

This is a hybrid role based in our Leeds office.

Salary Information

Pay: Circa £27,007.50 per year. Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

You will work 37.5 hours per week on an 8-week rolling rota, working between 6-9-hour shifts that fall within the following:

Monday to Friday: Between 8:00am and 8:00pm.

Saturday: 9:00am - 5:00pm.
Sunday: 10:00am - 4:00pm.

Over each 8-week period, you’ll typically work 2 weekends

Typical, shifts start at either 08:00, 09:00, 10:00 or 11:30

About You

• Ensures positive customer interactions and takes responsibility for reaching a good customer resolution either individually or through the support of others.
• Answers or initiates contact with customers across digital and telephony channels to resolve their queries and complaints, completing any actions required.
• Follows through on actions agreed with customer by updating all relevant systems or passing case ownership as required.
• Keeps own training and technical knowledge up-to-date.
• Attends and contributes to team meetings, 121s, and coaching sessions, acts upon feedback to continually improve performance.

Essential Skills

To be successful in this role, you will have:

• Previous experience in a customer-facing role.
• Strong relationship-building skills, including the ability to influence and persuade.
• Knowledge of insurance products or services.
• Strong interpersonal awareness, resilience, perseverance, self-motivation, and confidence in handling a range of customer situations.
• Demonstrable ability to take ownership; resilience and perseverance to find the right outcome and resolution for the customer.
• Understanding of policy administration systems.
• Ability to multi-skill across channels.
• Ability to collaborate with work colleagues for best practice and knowledge sharing.
• Proficient in MS Outlook and Word.
• Excellent written communication skills and a passion for customer service.
• Understanding of product/proposition/process as well as a comprehensive working knowledge of regulatory policy, principles and rules.

Desirable Skills

• Understanding of Responsible AI principles.

What We Will Offer You

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:

• Flexible buy/sell holiday options
• Hybrid working
• Annual performance related bonus
• Contributory pension scheme
• Development days
• A discount up to 50% on a range of insurance products including car, home and pet
• Retail discounts
• Volunteering days

Our Ways of Working

Do you need flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.

Integrity, Fairness, Inclusion & Trust

At Allianz, we believe in fostering an inclusive workforce and are proud to be an equal opportunity employer. Our commitment to equal opportunities, gender equity, and balanced gender representation, is demonstrated by our numerous accreditations: EDGE certified for gender inclusion, Women in Finance Charter members, Disability Confident employer, Stonewall Diversity Champion, Business in the Community's Race at Work Charter signatories, and Armed Forces Covenant gold standard employer.

We embrace neurodiversity and welcome applications from neurodivergent and disabled candidates, offering tailored adjustments to ensure your success.

We encourage our employees to advocate for their needs, whether it’s assistive technology, ergonomic equipment, mentoring, coaching, or flexible work arrangements.

Accessible Application for All

As part of the Disability Confident Scheme, we support candidates with disabilities or long-term health conditions through the Offer an Interview Scheme, for those meeting the essential skills for the role.

Closing date: 31/08/2026

Join us - Let's Care for Tomorrow.