Customer Representative

Allianz; Leeds; Hybrid; GBP 27,000 - 31,000; Full time

Benefits offered by this job

Hybrid working

Annual performance related bonus

Pension scheme

Discounts on insurance products

Development days

Volunteering days

Job summary

Allianz in Leeds is seeking a Customer Representative to deliver exceptional customer experience. The role is hybrid and based in our Leeds office, with a 37.5-hour week on an 8-week rolling rota and shifts from 6:00 to 9:00 pm on weekdays and some weekend work.

You will resolve enquiries, maintain systems, and contribute to a high-standard customer journey while adhering to regulatory policies. The team emphasises collaboration and continuous development.

Qualifications

• Experience in a customer-facing role.
• Strong relationship-building skills.
• Knowledge of insurance products or services.
• Excellent written communication and customer service.

Responsibilities

• Resolve enquiries quickly and effectively across digital and telephony channels.
• Maintain high service and quality standards while following regulatory requirements.
• Update relevant systems and pass case ownership as required.

Skills

Customer-facing

Relationship-building

Insurance knowledge

Communication

Tools

MS Outlook

MS Word

Job description

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.

Typically, 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

• 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.