Team Manager

Awp Assistance Uk Ltd; Birmingham; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

Allianz Partners in Birmingham is seeking a Team Manager for the Travel Claims Contact Centre. You will lead a dedicated claims team, coach staff, manage shifts, and drive performance against KPIs while maintaining a customer‑centred service across 35 hours weekly and a hybrid in‑office/remote work pattern.

You will support the Travel Claims Centre Manager, handle escalations, ensure regulatory compliance, and contribute to process improvements to enhance customer experience and efficiency.

Qualifications

• Experience leading a claims or contact centre team.
• Strong leadership and coaching skills.
• Excellent communication and stakeholder management.

Responsibilities

• Manage day-to-day operations of the Travel Claims team.
• Coach and develop team members, conduct PDPs and appraisals.
• Ensure KPI targets, SLAs and quality standards are met.
• Handle escalations and FCA/regulatory requirements.
• Collaborate with the Travel Claims Centre Manager and other teams.

Skills

Team management

Customer service

Leadership

Communication

Shift management

Education

Degree level

Tools

MS Office

In-house systems

Job description

Team Manager

About Us

Join us. Let’s care for tomorrow.

We are Allianz Partners, a global leader in assistance and insurance solutions across international health, assistance, automotive, and travel insurance. We operate in over 78 countries with more than 22,000 employees worldwide.

About the role:

As a Travel Claims Contact Centre Team Manager you will be responsible for the day-to-day management of the Customer Claims team, reporting to the Travel Claims Contact Centre Manager. You will provide support to your team, including coaching, on-the-job training, workforce planning, one-to-one meetings and appraisals.

You will act as point of contact for customer issue resolution and escalations, ensuring prompt and appropriate resolution to the customer. You will ensure best practice and processes are utilised within the Claims team and are aligned with the customer being at the heart of what we do.

You will support the Travel Claims Contact Centre Manager in delivering the contact centre operation to meet performance targets, KPIs, and service level agreements.

HOURS

Hours – 35 hours per week on a shift basis. Hours will be between 8am to 8pm Monday to Friday, 9am to 5pm Saturday. However, our business can be unpredictable and there will be times when we need you to work longer.

Work-Life Balance:

Birmingham Hybrid – 3 days in the office, 2 days at home (or as per business requirements)

What You’ll Do

PRODUCTS & SERVICES RESPONSIBLE FOR

Responsible for the day-to-day management of the Customer Claims team within the Travel Claims contact centre, ensuring all customer interactions are handled efficiently and in line with Allianz Partners UK service standards.

Operational and Strategic Management

Our vision is to be renowned as the caring premium UK Assistance provider. We strive to deliver an exceptional customer experience at all points of assistance. To achieve this –

You will:

• Have excellent communication skills which are essential when working in a shift environment
• Complete PDP for your team, understand career ambitions and aspirations and assist with future development
• Set SMART targets, spend time listening to calls and providing side-by-side feedback and guidance
• Ensure employee records are maintained and one-to-one meetings are delivered on time
• Deal with any employee relations issues which may arise
• Handle all regulated complaints within the FCA complaint guidelines
• Work with the quality auditors to understand any performance or productivity issues within your team
• Support the Contact Centre Manager in monitoring and reporting on key operational metrics including service levels, handling times, and quality scores
• Contribute to the identification and delivery of process improvements to enhance customer experience and operational efficiency

Communication, Collaboration and Engagement

Structured, regular two-way communication is important, so we ask you to:

• Maintain open communication with the team to encourage regular feedback and share company information and updates in a timely manner
• Make sure your team is kept up to date with product and technical developments and information
• Collaborate with other Team Managers and the Contact Centre Manager to ensure coordinated service delivery
• Escalate operational issues, risks, and customer concerns to the Travel Claims Contact Centre Manager in a timely manner

Audit and Operational Governance

• Handle all regulated complaints within the FCA complaint guidelines
• Ensure adherence to policies, procedures, and operational standards
• Embed a culture of professionalism where you adhere to procedural, regulatory, and industry requirements including GDPR and TCF
• Ensure audit readiness across all contact centre activities within your team

Quality and Customer Focus

Our vision is to be renowned as the caring premium UK assistance provider. We strive to deliver an exceptional customer experience at all points of contact.

• Ensure best practice and processes are utilised within the Claims team
• Act as point of contact for customer issue resolution and escalations, ensuring prompt and appropriate resolution to the customer
• Embed a culture of professionalism where you adhere to procedural, regulatory, and industry requirements including GDPR and TCF
• Make Senior Management aware of any customer issues which may elevate
• Willingly take escalated customer or Business Partner contacts. Manage where possible to conclusion including resolution and ensure the case is highlighted to your Line Manager
• Be approachable and available to support and advise your team with customer queries as and when required

Planning, Budget and Cost Control

• To ensure that short and long-term planning processes are conducted in all areas to meet business and budgetary requirements and to optimise productivity and efficiency
• Workforce planning and shift management to ensure appropriate staffing levels are maintained
• Support the Travel Claims Contact Centre Manager with resource planning and staffing optimisation to balance service delivery with cost management

You will also be responsible for the following

• To ensure that your work area is kept safe and tidy at all times
• To abide by the Health & Safety Work Act 1974
• To notify your Manager of any Health & Safety issues which may cause harm to fellow employees
• To advise your Manager of any areas of work, where you feel you require any additional training
• Be available for training on new schemes/policy changes and skills as required
• To carry out any other projects or duties that may reasonably be requested by your Manager

What you bring

ESSENTIAL

Good standard of education : Degree level

Experience of managing a team within a contact centre environment or similar

Experience within claims

Strong knowledge of Microsoft Office/in-house bespoke systems

Experience of supporting operational metrics and KPI reporting

Customer focused, results orientated and outcome driven

Excellent leadership qualities & ability to delegate effectively

Commercially aware

Flexible and adaptable and happy to work shifts

Ability to work effectively within a team environment where some reports are working remotely

Strong communication skills

Proven ability to work under pressure

Adaptability to digital technologies and data-driven ways of working, including exposure to AI, machine learning, data analytics, and cloud-based tools, while adhering to data governance, security, and ethical standards.

Due to the nature of this role and the close relationship with our Allianz Partner Group colleagues, overnight travel may be required.

DESIRABLE

Degree level/ Further relevant industry qualifications

• Insurance or travel industry experience
• Experience of working with contact centre technologies
• Financial services background
• Contact management system experience

Diversity & Inclusion

Allianz is committed to building a diverse and inclusive workforce. We welcome applications from all backgrounds and encourage employees to grow through varied experiences across the organisation.

Ready to Make an Impact?

HOW WE HIRE

We hire directly. Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.

As an equal opportunity employer, Allianz Partners recognizes that our strength lies in our people and we are committed to diversity and inclusivity. So if you would like to be part of a global company that offers international career opportunities, kick‑start your career and dare to join us!

For more information, please visit: www.allianzcare.com

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107701 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.