Customer Representative

Customer Representative Join One of the UK’s Most Trusted Breakdown Providers

Britannia Rescue is one of the UK’s most respected names in breakdown cover. Our parent company, Allianz, are committed to delivering outstanding customer service across all their insurance products, and Britannia Rescue is no exception.

This is a hybrid role based in our Leeds office, with the expectation to be on-site two days per month.

This is a full-time position, with a planned start date of 16th March 2026.

In your first 6–12 months, you’ll focus on handling breakdown claims, giving you a strong foundation in customer support. After that, you'll be cross‑skilled into Britannia Rescue’s Sales and Service function, broadening your expertise and development opportunities.

3 weeks of virtual training to build your knowledge and confidence.

Followed by 3 weeks of buddying, where you’ll work alongside experienced team members to ease into the role.

Pay :
Starting Salary of £24,570 per annum.

Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

We’re here for our customers 24 / 7, but your 7.5 hour shifts will fall within the following times :

Monday to Friday :
Between 7:00am and 8:30pm.

Saturday and Sunday :
Between 7:00am and 6:30pm.

Over each 8‑week period, you’ll typically work 4 weekends.

You’ll work 37.5 hours per week on an 8‑week rolling rota – shift times will vary and may include :

• 07:00 – 15: 30.
• 09:00 – 17: 30.
• 12:30 – 20: 30.

You will be :

• Providing compassionate and efficient support when handling breakdown calls, assisting customers needing roadside assistance or recovery – often during urgent or emergency situations.
• Ensuring positive customer interactions and taking ownership for achieving good resolutions – independently, or with support.
• Managing end‑to‑end services by processing messages, instructions, and updates through online systems.
• Coordinating breakdown and uplift services for third‑party clients.
• Answering and initiating contact across all channels to resolve queries and complaints, completing agreed actions.
• Attending and contributing to team meetings, one‑to‑ones, appraisals, and coaching sessions, and acting on feedback to continuously improve performance.

To excel in this role you will need :

• Proven experience in a customer‑facing role, with a genuine passion for helping others.
• Excellent communication skills, both verbal and written, with the ability to remain calm and clear under pressure.
• A positive, solutions‑focused attitude, with the resilience and perseverance to support customers in urgent or stressful situations.
• Strong emotional intelligence, showing empathy, patience, and professionalism in every interaction.
• The ability to take ownership, using initiative to follow through and find the best outcomes for customers.
• Confidence working with digital tools and systems, with a willingness to learn new processes and technologies.
• A collaborative mindset, comfortable sharing knowledge and working with others to improve performance.
• Adaptability and flexibility, with the ability to handle a variety of tasks and switch between communication channels as needed.

We support the government scheme “Access to Work” please feel free to ask us about the access to work scheme.

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from‑ so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including :

• Flexible buy / sell holiday options
• Hybrid working
• Annual performance related bonus
• Contributory pension scheme
• Development days
• A discount up to 50% on a range of insurance products including car, home and pet
• Retail discounts
• Volunteering days

Do you need flexibility with the hours you work? Let us know as part of your application and if it’s right for…