Customer Assistance Coordinator - Roadside

Customer Assistance Coordinator
- Roadside

Croydon, CR9 6HD
| Hybrid Working | Full-Time

• Location: Croydon (CR9 6HD
  ) - hybrid working model, with IT equipment provided
• Full-Time: £27,013.60 per year + up to £2,045 performance bonus | 35 hours/week

Are you a natural communicator who thrives on helping people in their moment of need? Join Allianz Partners as a Customer Service Coordinator in our Roadside Assistance team, based in Croydon (CR9 6HD
) on a hybrid working model. In this role, you'll be the reassuring voice customers rely on when they need help most - managing roadside assistance cases with professionalism, empathy, and efficiency. As part of a globally recognised insurance and assistance organisation serving millions of customers worldwide, you'll have the support, tools, and development opportunities to build a genuinely rewarding career.

• Respond to customer calls with professionalism, empathy, and efficiency, ensuring every interaction meets Allianz Partners' quality standards
• Proactively manage each roadside assistance case from first contact through to resolution, ensuring timely and appropriate service delivery
• Communicate clear, consistent updates to customers throughout their case, keeping them informed and reassured at every stage
• Work within established call guidelines and procedures to consistently meet quality and compliance standards
• Log and update case information accurately across multiple systems simultaneously, maintaining data integrity throughout
• Collaborate with your team and management to drive continuous service excellence and share best practice

• Strong verbal communication and active listening skills, with the ability to remain calm and solution-focused under pressure
• A customer-first mindset with a compassionate, professional approach - especially when supporting customers in stressful situations
• Confidence using multiple systems and managing several tasks at the same time
• Flexibility to work varied hours, including weekends and bank holidays, across a shift pattern of 7:00 AM - 9:00 PM, Monday to Sunday
• A reliable home working setup for hybrid working days
• Familiarity with AI-assisted tools or digital customer service platforms is a plus - we're continuously evolving how we use technology to improve the customer experience

Desirable:

• Experience in a customer service, contact centre, or emergency services environment
• Knowledge of roadside assistance processes or motor claims

At Allianz Partners, we believe in taking care of the people who take care of our customers. Here's what you can look forward to:

• Pension Scheme
  - Auto-enrolled from the 1st of the following month, with 4% employee and 4% employer contributions, plus a 2.5% matching increase after 1 year of service
• Private Medical Cover
• Life Assurance - 4x your annual basic salary
• Flu Vaccinations & Eye Care Vouchers
• Free Roadside Assistance - available after your 6-month probation period
• Travel Insurance - at a discounted rate
• Interest-Free Season Ticket Loan - available after probation
• 3 Paid Volunteering Days per year - after 12 months of service
• Discounts - on Allianz products and a wide range of retail and lifestyle brands
• Employee Assistance Programme (EAP) - 24/7 confidential support for wellbeing, legal, and financial matters
• Recognition & Rewards - for high performance and long service
• All IT equipment provided - PC, dual monitors, keyboard, and mouse

Allianz Partners is a world leader in assistance and insurance solutions, operating in over 75 countries and serving millions of customers every year. In the UK, our Roadside team is at the heart of what we do - delivering fast, reliable support to customers when they need it most. We're part of the wider Allianz Group, one of the world's largest and most trusted financial services organisations, with over 125 million customers globally.

We're proud to be an employer that genuinely invests in its people - offering real career development, a supportive team culture, and the stability of a global brand with a local feel.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our…