Customers Assistance Manager - Medical Assistance Hub

Allianz; Croydon; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading insurance company in Croydon is seeking a Customers Assistance Manager to lead a team in the Medical Assistance Hub. The successful candidate will focus on delivering outstanding customer experiences, managing performance and KPIs while fostering a high-performance culture. This full-time position requires excellent leadership and communication skills, along with a strong customer service orientation. Join a dynamic team dedicated to providing exceptional support to customers.

Qualifications

• Experience leading customer service teams.
• Ability to manage KPI targets effectively.
• Strong communication and interpersonal skills.

Responsibilities

• Lead and develop a team of Customer Assistance Co-Ordinators.
• Ensure high-quality customer service and engagement.
• Manage day-to-day operations of the Medical Assistance Hub.

Skills

Leadership

Customer Service Orientation

Performance Management

Communication

Coaching

Job description

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Job Title: Customers Assistance Manager - Medical Assistance Hub

Reporting to: Head of Medical Assistance Hub

Department: Medical Assistance Hub

OBJECTIVE OF THE ROLE

To lead, motivate, and develop a team of Customer Assistance Co-Ordinators to enable the delivery of a customer-centric service that provides outstanding experiences to customers every day, while ensuring all performance targets and KPIs are consistently met.

To manage, develop, and motivate your team to deliver a customer-centric service that results in exceptional customer experiences daily.

To foster a high-performance culture where employees engage with each other and collaborate to achieve the Allianz Partners vision and mission.

Hours

This position is based on a 35-hour week on shift, including weekends and bank holidays. Due to the nature of our business, there may be times when longer hours are required.

Products & Services Responsible For

Managing day-to-day UK Medical Assistance activity and real-time performance.

Communication, Collaboration, and Engagement

• Maintain open communication with the team to encourage feedback and share updates promptly.
• Develop and nurture relationships with relevant stakeholders and business partners.
• Schedule monthly manager meetings with agendas and minutes, involving your team.
• Keep your team informed about product and technical developments.
• Encourage participation in the annual AES survey and implement action plans to improve engagement KPIs.

Talent Management

Motivate and coach your team, conduct performance reviews, identify training needs, and support career development through personal development plans and regular career conversations.

High Performance

Develop a high-performance culture by achieving KPI targets, managing resources effectively, and conducting regular performance reviews and coaching sessions.

Manage employee relations proactively, support your team with customer queries, and escalate complex issues appropriately.

Quality and Customer Focus

Embed a customer service ethos, ensure professionalism and compliance with industry standards, and monitor escalated or VIP cases.

Handle escalated customer or business partner contacts and ensure proper file management and assistance procedures.

Complaints Management

Support resolution of complex queries, manage complaints within FCA guidelines, and escalate high-profile cases as needed.

Team Management

Ensure team awareness of safety procedures, complete payroll and absence records timely, maintain a safe workspace, and adhere to health and safety regulations. Support training needs and perform other duties as assigned.

Job code: 78738 | Department: Customer Services & Claims | Employment type: Full-Time, Temporary | Company: Allianz Partners