Customer Experience Coordinator

At Allianz Partners, we are committed to delivering premium travel assistance and insurance services to customers across the UK — and you'll be at the heart of that promise. As a Customer Experience Coordinator within our Travel Insurance team, you will be the first point of contact for customers who need help when it matters most — whether they're dealing with a travel disruption, a medical emergency abroad, or an insurance query. Working on a full-time basis across rotating shifts (Monday–Saturday 8am–8pm, Sunday 9am–5pm), you'll play a vital role in ensuring every customer interaction reflects our commitment to care, quality, and fairness. This is a role for someone who genuinely enjoys helping people and thrives in a fast-paced, customer-focused environment.

Contract Type: 5-Month Fixed-Term Contract
Working Pattern: Remote, with both full-time and part-time opportunities available
Training: All successful candidates, including those joining on a part-time basis, will be required to attend the full-time training schedule.

Full-Time Positions

Hours: 35 hours per week
Salary: £23,608.43 per annum
Bonus: Up to £2,045 annual performance bonus, paid quarterly

Part-Time Positions

Hours: A range of part-time working patterns may be considered, including weekday, evening and weekend hours.
Salary: Calculated on a pro rata basis according to the contracted hours, based on the full-time salary of £23,608.43 per annum.
Bonus: Up to £2,045 annual performance bonus, paid quarterly and calculated on a pro rata basis according to the contracted hours.

What You'll Do

• Handle inbound and outbound customer calls with a helpful, friendly, and professional approach, ensuring every customer receives the support they need in a timely manner
• Provide proactive, solutions-focused responses to customer enquiries, aligned with Business Partner expectations and FCA regulatory requirements
• Manage each customer contact end-to-end, ensuring the most appropriate service is delivered and the customer is kept fully informed of progress
• Identify and present relevant insurance upgrade options to customers, following a procedure-based sales approach and the principles of Treating Customers Fairly (TCF)
• Prioritise your workload in line with customer needs, balancing multiple cases simultaneously to achieve the best possible outcomes
• Record all customer interactions accurately and complete associated administrative tasks within required timeframes
• Handle regulated complaints in line with FCA guidelines, escalating high-profile or contentious cases to the appropriate manager promptly
• Follow all call guides, processes, and compliance procedures as defined by the business and its Business Partners
• Share product knowledge, technical updates, and customer feedback trends with your team and senior managers to support continuous improvement
• Participate actively in coaching, feedback, and development sessions, including call audits, one-to-ones, and performance reviews
• Complete all mandatory training modules on time to remain compliant with industry regulations
• Maintain a safe and tidy work environment in line with Health & Safety requirements

What You'll Bring

• Experience in a customer service role, ideally within a contact centre, travel, or insurance environment
• Strong communication skills — you're confident on the phone, a good listener, and able to explain things clearly and empathetically
• Ability to manage multiple tasks simultaneously and prioritise effectively under pressure
• High attention to detail and a quality-focused mindset
• Good geographical knowledge — helpful for supporting customers with travel-related queries
• Proficiency in standard PC applications and the ability to navigate multiple systems simultaneously
• A genuine commitment to delivering outstanding customer experiences every time
• Flexibility to work across a rotating shift pattern (Monday–Saturday 8am–8pm, Sunday 9am–5pm)
• Good standard of general education, including English Language GCSE or equivalent
• Familiarity with FCA regulations and the principles of Treating Customers Fairly (desirable)
• Knowledge of travel insurance products or the travel industry (desirable)
• Comfort using AI-assisted tools or digital workflows to support customer interactions and case management (desirable)

What We Offer

• Excellent training and onboarding, underpinned by our commitment to 'Achieving Excellence through Learning' — so you're set up for success from day one
• Competitive annual leave to support your work-life balance
• Company pension scheme contributions to help secure your future
• Company bonus scheme recognising your performance and contribution
• Private Medical cover for your health and wellbeing
• Discounted Allianz products, including Travel Insurance and Roadside Assistance
• Annual flu vaccination and Eye Care vouchers to support your everyday health
• Vouchers and discounts for a wide range of high street and online retailers
• Interest-free season ticket loan (after qualifying period) to support your commute
• Corporate Social Responsibility opportunities to give back to your community
• Ongoing personal development support, with encouragement to bring your ideas and drive improvements in the way we work
• An inclusive, values-driven culture where your voice is heard and your contribution matters

Who We Are

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, we are one of the leading providers of travel assistance and insurance services, partnering with some of the most recognised brands in the travel industry. Our Travel Insurance team is dedicated to being there for customers when they need us most — providing expert, caring support at every point of their journey. As part of the wider Allianz Group — one of the world's largest insurance and asset management companies — we combine global expertise with a local, people-first approach. We are proud to foster an inclusive workplace where every colleague feels empowered to grow, contribute, and make a difference.

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. Join us. Let's care for tomorrow.

To Recruitment Agencies

We have an in-house recruitment team that focuses on sourcing great candidates directly. Therefore, we do not accept unsolicited resumes from agencies or search firm recruiters. When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when such a contract is in place. Without a contract, we will not accept invoices related to unsolicited resumes, even if the candidate is ultimately hired. Please do not contact hiring managers directly.