Customer Representative (Britannia Rescue)

Allianz; Leeds; Hybrid; GBP 25,000; Full time

Job summary

A leading breakdown service provider is seeking a Customer Representative to provide compassionate support during customers' urgent situations. This hybrid role based in Leeds requires excellent communication skills and a customer-focused attitude. Training includes 3 weeks of virtual instruction followed by on-the-job shadowing. The starting salary is £24,570 per year with shifts on a rolling rota. We welcome candidates who genuinely care about helping others and can handle stressful scenarios efficiently.

Qualifications

• Excellent communication skills, both verbal and written, with the ability to remain calm under pressure.
• Proven experience in a customer-facing role, with a genuine passion for helping others.
• Ability to adapt and be flexible in a variety of tasks and switch communication channels.

Responsibilities

• Handle breakdown claims with empathy and clarity.
• Provide immediate support and arrange help for customers during emergencies.
• Ensure positive customer interactions and take ownership of resolutions.

Skills

Excellent communication skills

Customer-focused attitude

Emotional intelligence

Proven experience in a customer-facing role

Job description

Join One of the UK’s Most Trusted Breakdown Providers

Britannia Rescue is one of the UK’s most respected names in breakdown cover. Our parent company, Allianz, are committed to delivering outstanding customer service across all their insurance products, and Britannia Rescue is no exception.

As a Britannia Rescue Customer Representative, you’ll be the reassuring voice our customers hear during stressful moments – whether they’re stranded on the roadside or stuck in the rain with their family. You’ll handle calls with empathy, clarity, and efficiency, providing immediate support and arranging the help they need.

You don’t need previous experience in customer service – what matters most is your attitude. If you're calm under pressure, an excellent communicator, and genuinely care about helping people, we’ll provide the training and tools to help you succeed and thrive in this vital role.

Location

This is a hybrid role based in our Leeds office, with the expectation to be on-site two days per month.

This is a full-time position, with a planned start date of 16th March 2026.

Training & Support

In your first 6–12 months, you’ll focus on handling breakdown claims, giving you a strong foundation in customer support. After that, you'll be cross-skilled into Britannia Rescue’s Sales and Service function, broadening your expertise and development opportunities.

3 weeks of virtual training to build your knowledge and confidence.

Followed by 3 weeks of buddying, where you’ll work alongside experienced team members to ease into the role.

Salary Information

Pay: Starting Salary of £24,570 per annum.

Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

Working Hours

We’re here for our customers 24/7, but your 7.5 hour shifts will fall within the following times:

Monday to Friday: Between 7:00am and 8:30pm.

Saturday and Sunday: Between 7:00am and 6:30pm.

Over each 8-week period, you’ll typically work 4 weekends.

You'll work 37.5 hours per week on an 8-week rolling rota – shift times will vary and may include:

• 07:00 – 15:30.
• 09:00 – 17:30.
• 12:30 – 20:30.

About You

• Providing compassionate and efficient support when handling breakdown calls, assisting customers needing roadside assistance or recovery – often during urgent or emergency situations.
• Ensuring positive customer interactions and taking ownership for achieving good resolutions – independently, or with support.
• Managing end-to-end services by processing messages, instructions, and updates through online systems.
• Coordinating breakdown and uplift services for third-party clients.
• Answering and initiating contact across all channels to resolve queries and complaints, completing agreed actions.
• Attending and contributing to team meetings, one-to-ones, appraisals, and coaching sessions, and acting on feedback to continuously improve performance.

Essential Skills

• Proven experience in a customer-facing role, with a genuine passion for helping others.
• Excellent communication skills, both verbal and written, with the ability to remain calm and clear under pressure.
• A positive, solutions-focused attitude, with the resilience and perseverance to support customers in urgent or stressful situations.
• Strong emotional intelligence, showing empathy, patience, and professionalism in every interaction.
• The ability to take ownership, using initiative to follow through and find the best outcomes for customers.
• Confidence working with digital tools and systems, with a willingness to learn new processes and technologies.
• A collaborative mindset, comfortable sharing knowledge and working with others to improve performance.
• Adaptability and flexibility, with the ability to handle a variety of tasks and switch between communication channels as needed.

We support the government scheme “Access to Work” please feel free to ask us about the access to work scheme.