Customer Assistance Coordinator Roadside

Job description

Job Title – Customer Assistance Coordinator Department – Roadside Location – Centre City Tower, 7 Hill St, Birmingham B5 4UA, United Kingdom / Hybrid Working Model – Hybrid Training – 4 weeks (Mon-Fri / 9am to 5pm) FULL TIME SALARY Salary – £27,013.60 Bonus – £2,045 performance bonus PART TIME SALARY - 20 Hours a week. Salary - £15,436.34 Bonus: £1,168.57 The Role: As a Customer Assistance Coordinator , you’ll play a vital role in supporting customers who require roadside assistance, delivering prompt, professional, and compassionate service. You'll be part of a dynamic, customer-focused team that strives to provide a smooth and reassuring experience during stressful situations. This is a fantastic opportunity to join a global organisation that genuinely values its people and offers real opportunities for growth and development. Hours & Working Pattern: Full time - This is a 35-hour per week position, with shifts scheduled between 7:00 AM – 9:00 PM, Monday through Sunday.The role follows a hybrid working model. All necessary IT equipment will be provided (PC, dual monitors, keyboard, and mouse) Part time - This is a 20 hours per week. Mon to Fri – 4pm to 9pm Saturdays – 9am to 1pm - 2 saturdays a month Training – Mon-Fri, 9am to 5pm (4 weeks) You Will: Respond to customer calls with professionalism, empathy, and efficiency Proactively manage each assistance case to ensure timely and appropriate service delivery Communicate updates clearly and consistently to customers Work within established call guidelines and procedures to meet quality standards Collaborate with your team and management to drive service excellence Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use. About You: Strong verbal communication and listening skills Customer-focused with a calm and solutions-driven approach Comfortable using multiple systems and managing tasks simultaneously Ability to work flexible hours, including weekends and bank holidays A reliable and professional home working setup Desirable: Experience in a customer service, call centre, or emergency services environment Understanding of roadside assistance processes or motor claims Staff Benefits: At Allianz Partners, we believe in rewarding our people and supporting their growth. In return for your skills, we offer: 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 – After 6 months' probation Travel Insurance – At a discounted rate Interest-Free Season Ticket Loan – 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 Comprehensive Employee Assistance Programme (EAP) – 24/7 support for wellbeing, legal, and financial matters Recognition & Rewards – For high performance and long service