Customer Assistance Coordinator - Roadside

Allianz; United States; Hybrid; USD 36,000 - 42,000; Full time

Benefits offered by this job

Pension scheme

Private medical cover

Life assurance

Flu vaccinations

Eye care vouchers

Discounts on Allianz products

Job summary

Allianz Partners in the UK is seeking a Customer Service Coordinator to join the Roadside Assistance team in Croydon. You will be the trusted point of contact for customers requiring roadside help, delivering a high standard of service with empathy and efficiency.

This hybrid role is 35 hours per week with a starting salary of £27,013.60 plus up to £2,045 performance bonus. It includes a strong benefits package, private medical cover, life assurance and pension contributions.

Qualifications

• Strong verbal communication and active listening in fast-paced environments.
• Customer-focused approach with ability to handle stressful situations.
• Confidence using multiple systems and managing varied tasks.

Responsibilities

• Respond to customer calls professionally and empathetically.
• Manage roadside assistance cases from initial contact to resolution.
• Provide clear updates to customers throughout their case.
• Follow procedures to maintain quality and compliance.
• Record and update case information across systems accurately.
• Collaborate with colleagues to support continuous improvement.

Skills

Active listening

Verbal communication

Customer focus

Hybrid work

Tools

CRM systems

Data entry

Job description

This job is with Allianz Commercial, an inclusive employer and a member of myGwork - the largest global platform for the LGBTQ+ business community. Location: Croydon (CR9 6HD) Working Pattern: Hybrid working model, with IT equipment provided Salary: £27,013.60 per annum plus up to £2,045 performance bonus Hours: 35 hours per weekDo you enjoy supporting people and providing reassurance during challenging situations? Join Allianz Partners as a Customer Service Coordinator within our Roadside Assistance team. In this role, you will be the trusted point of contact for customers who require roadside assistance, delivering a high standard of service with professionalism, empathy and efficiency.

What You’ll Do

• Respond to customer
  calls professionally, empathetically and efficiently, ensuring every interaction meets Allianz Partners' quality standards.
• Manage roadside assistance cases from initial contact through to resolution, ensuring timely and appropriate service delivery.
• Provide clear and consistent updates to customers throughout their case, helping them stay informed and reassured.
• Follow established procedures and guidelines to maintain quality, compliance and customer satisfaction standards.
• Accurately record and update case information across multiple systems while maintaining data integrity.
• Work collaboratively with colleagues and management to support continuous improvement and service excellence.

What You’ll Bring

• Strong verbal communication and active listening skills, with the ability to remain calm and solution-focused in a fast-paced environment.
• A customer-focused approach with the ability to support customers in potentially stressful situations.
• Confidence using multiple systems and managing a variety
  of tasks simultaneously.
• Ability to work effectively in a hybrid environment, with an appropriate home working space and reliable internet connection.
• Flexibility to work a rotating shift pattern between 7:00 AM and 9:00 PM, Monday to Sunday, including weekends and bank holidays.
• Comfortable using digital technologies, knowledge-management systems and AI-assisted customer service tools to support efficient customer interactions and case management.

Desirable Experience

• Experience in customer service, contact centre, assistance or emergency service environments.
• Knowledge of roadside assistance processes or motor claims.

What We Offer

• Pension Scheme with employer contributions and additional matching increase after one year of service.
• Private Medical Cover.
• Life Assurance of four times annual basic salary.
• Flu Vaccinations and Eye Care Vouchers.
• Free Roadside Assistance after successful completion of probation.
• Discounted Travel Insurance.
• Interest-Free Season Ticket Loan after probation.
• Three paid
  volunteering days per year after 12 months of service.
• Discounts on Allianz products and a range of retail and lifestyle brands.
• Employee Assistance Programme providing confidential wellbeing, legal and financial support.
• Recognition and reward programmes for performance and long service.
• Full IT equipment provided, including PC, dual monitors, keyboard and mouse.

Allianz Partners is a global leader in assistance and insurance solutions, operating in more than 75 countries and supporting millions of customers every year. In the UK, our Roadside Assistance team plays a vital role in delivering reliable support when customers need it most. As part of the Allianz Group, one of the world's most trusted financial services organisations, we offer career development opportunities, a supportive culture and the stability of a global business. 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.

We are united by a shared commitment: to put our customers first and at the centre of everything we do. Their needs inspire our thinking and guide our actions.Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future - for our customers and for the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local
laws and regulations.