Customer Assistance Coordinator - Medical

Allianz; United States; Hybrid; USD 36,000 - 41,000; Full time

Benefits offered by this job

Company pension scheme

Private Medical Cover

Annual leave

Bonus scheme

Discounts on Allianz products

Season ticket loan

Job summary

Allianz Partners is seeking a calm, capable agent to support customers in medical emergencies while away from home. You’ll handle calls, coordinate medical assistance end-to-end, and apply policy knowledge to set expectations. The role requires accurate documentation, regulatory compliance, and a shift pattern including weekends and some nights.

Training and career development are emphasized. Based in Croydon on a hybrid pattern, the position offers competitive pay with a performance bonus and a

Qualifications

• Clear, confident telephone communication with empathy and composure.
• Ability to understand customer needs over the phone and determine next steps.
• Experience with documenting clear case notes and updates.

Responsibilities

• Handle inbound and outbound calls professionally and efficiently.
• Coordinate medical assistance cases end-to-end and monitor progress.
• Apply product/technical knowledge to give accurate advice within policy terms.
• Manage and resolve regulated complaints following FCA guidelines and document outcomes.
• Record accurate case notes and updates in systems for colleagues and partners.
• Work within AI/ML/data analytics environment with data governance and security standards.

Skills

Telephone communication

Empathy

Multitask management

Regulatory compliance (FCA)

Documentation & notes

Education

GCSEs in Maths & English (A-C)

Tools

CRM systems

Job description

This role exists to be the calm, capable voice that helps our customers through medical emergencies and urgent health situations while they're away from home. If you're steady under pressure, kind without being vague, and good at organising moving parts over the phone, you'll recognise yourself here. You'll coordinate practical solutions, keep people fully informed, and make sure services happen when they should. You'll be based in our Croydon office on a hybrid pattern (three days in the office, two from home). The hours cover shifts between 7am and 10pm across weekdays, weekends and bank holidays, with occasional night shifts (9pm-7:30am).

• Handle inbound and outbound calls in a helpful, polite and professional way, quickly understanding the customer's situation and what needs to happen next
• Coordinate medical assistance cases end-to-end: arrange services, monitor progress, chase actions, and keep customers fully updated
• Apply product and technical knowledge to give accurate advice, set expectations and make sound decisions within policy terms
• Manage and resolve regulated complaints in line with FCA guidelines, following the process carefully and documenting outcomes
• Record clear, accurate case notes and updates in our systems so colleagues and partners have the information they need
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insight responsibly and in line with our standards for data governance, security and ethical use

Staff Benefits

You will receive excellent training for this role as we are dedicated to 'Achieving Excellence Through Learning.' You are always encouraged to bring your ideas and highlight any areas for improvement in processes. In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.

Salary: £27,013.60 plus a £2,045 performance bonus.

This position is offered on a 6-month fixed-term contract.

Office Life: We are proud of our inclusive, diverse and supportive working environment at Allianz Partners. There is lots of experience within the team to help you on your journey, plus many incentives to keep you motivated! We have a break-out floor to take well-earned breaks, with a kitchen and vending machines if you are feeling peckish! You will be part of an outstanding customer focussed organisation where we care for each other and which makes us a great place to work.

• Clear, confident telephone communication with empathy and composure; you can support people who are stressed or unwell and still get to the facts quickly so action can be taken Proven ability to manage multiple live cases at once; you prioritise, follow through, and keep everything moving so services are delivered on time and customers aren't left waiting
• Comfortable working a shift pattern that includes weekends and bank holidays, with occasional nights (9pm-7:30am); reliability matters because we're here when customers need us
• Sound written English and numeracy (GCSEs in Maths and English A-C or equivalent); accurate notes and understanding of policy details, timings and costs are essential
• Experience in a telephone-based customer service or contact centre environment (including working from home) is helpful; it sets you up for the pace, systems and teamwork
• Ability to follow regulated processes (FCA) for complaint handling; you take care with documentation and do things the right way

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, grow, and shape a better future for our customers and the world around us.

Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we commit to them, nourish them and invest in their careers because we recognize that your development goes hand in hand with our growth and success. We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We 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 ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation. Join us. Let's care for tomorrow.

We will provide you with competitive salary and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months' probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.