Customer Service Advisor

Allianz; London; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading insurance provider seeks a Customer Service Advisor in Thornton Heath to deliver outstanding service and maximize sales opportunities in the Travel Insurance Hub. Responsibilities include handling customer calls, identifying upgrade opportunities, and following FCA regulations. Ideal candidates will possess effective communication skills and experience in sales or customer service. Join a diverse team committed to professional growth.

Qualifications

• Experience in customer service or sales preferred.
• Ability to work in a fast-paced environment.
• Strong understanding of FCA regulations.

Responsibilities

• Handle all incoming and outgoing telephone calls in a professional manner.
• Identify opportunities to upgrade coverage through effective listening.
• Perform administrative tasks within the department.

Skills

Effective communication

Sales skills

Customer service orientation

Problem-solving

Active listening

Job description

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Customer Service Advisor, Thornton Heath

Client: Allianz

Location: Thornton Heath, United Kingdom

Job Category: Other

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EU work permit required: Yes

Job Reference:

72343d353aa8

Job Views:

7

Posted:

12.08.2025

Expiry Date:

26.09.2025

Job Description:

Customer Service Advisor

Job Title: Customer Sales Co-Ordinator - Travel Insurance Hub

Reporting to: Customer Sales Manager - Travel Insurance Hub

Department: Travel Experience Hub

Objective of the Role: To provide a professional and proactive approach in selling insurance products or upgrades in line with the principles of treating customers fairly. Maximise sales opportunities by utilising your sales skills, ensuring the best and most appropriate products are discussed with customers during telephone calls. Deliver outstanding experiences to customers each and every day in line with our Business Partners contractual agreements.

Hours: Based on 35 hours per week. Shifts covering 8am to 6pm Monday to Friday and 9am to 1pm on Saturday. Hours may vary according to business needs.

Main Responsibilities:

• Handle all incoming and outgoing telephone calls in a helpful, friendly, polite, and professional manner.
• Follow specific call guides or processes as established.
• Handle customer objections positively and actively attempt to overcome them, building rapport with callers.
• Identify opportunities to upgrade coverage through effective listening and needs analysis.
• Carry out outbound sales activities adhering to regulatory and customer service standards.
• Capture all requested data and provide information accurately.
• Respond to correspondence following established procedures.
• Perform administrative tasks within the department.
• Inform Supervisor/Manager of any service failures or potential issues.

Compliance: Operate within FCA regulations and follow procedure-based sales approaches.

Communication, Collaboration, and Engagement: Participate in performance reviews, team meetings, and maintain up-to-date knowledge of products and technical developments. Highlight customer feedback or product trends to management.

Training and Coaching: Engage in feedback sessions, participate in training, and work with your manager to identify development areas. Follow established call guides and complete mandatory training modules.

Claims Handling: Handle regulated complaints within FCA guidelines, escalate serious issues, and manage cases to resolution within your authority limits. Provide objective reports when required.

Health & Safety: Keep your work area safe and tidy, comply with the Health & Safety Work Act 1974, and report any safety issues.

About Allianz: Allianz Group is a trusted insurance and asset management company committed to diversity and inclusion. We value our employees' development and are proud to be an equal opportunity employer. Join us and help us care for tomorrow.