Customer Experience Coordinator - Travel

This job is with Allianz Commercial, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.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 ContractWorking Pattern: Remote, with both full-time and part-time opportunities availableTraining: All successful candidates, including those joining on a part-time basis, will be required to attend the full-time training schedule.Full-Time PositionsHours: 35 hours per weekSalary: £23,608.43 per annumBonus: Up to £2,045 annual performance bonus, paid quarterlyPart-Time PositionsHours: 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 DoHandle inbound and outbound customer calls with a helpful, friendly, and professional approach, ensuring every customer receives the support they need in a timely mannerProvide proactive, solutions-focused responses to customer enquiries, aligned with Business Partner expectations and FCA regulatory requirementsManage each customer contact end-to-end, ensuring the most appropriate service is delivered and the customer is kept fully informed of progressIdentify 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 outcomesRecord all customer interactions accurately and complete associated administrative tasks within required timeframesHandle regulated complaints in line with FCA guidelines, escalating high-profile or contentious cases to the appropriate manager promptlyFollow all call guides, processes, and compliance procedures as defined by the business and its Business PartnersShare product knowledge, technical updates, and customer feedback trends with your team and senior managers to support continuous improvementParticipate actively in coaching, feedback, and development sessions, including call audits, one-to-ones, and performance reviewsComplete all mandatory training modules on time to remain compliant with industry regulationsMaintain a safe and tidy work environment in line with Health & Safety requirementsWhat You'll BringExperience in a customer service role, ideally within a contact centre, travel, or insurance environmentStrong communication skills - you're confident on the phone, a good listener, and able to explain things clearly and empatheticallyAbility to manage multiple tasks simultaneously and prioritise effectively under pressureHigh attention to detail and a quality-focused mindsetGood geographical knowledge - helpful for supporting customers with travel-related queriesProficiency in standard PC applications and the ability to navigate multiple systems simultaneouslyA genuine commitment to delivering outstanding customer experiences every timeFlexibility to work across a rotating shift pattern (Monday-Saturday 8am-8pm, Sunday 9am-5pm)Good standard of general education, including English Language GCSE or equivalentFamiliarity 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 OfferExcellent training and onboarding, underpinned by our commitment to 'Achieving Excellence through Learning' - so you're set up for success from day oneCompetitive annual leave to support your work-life balanceCompany pension scheme contributions to help secure your futureCompany bonus scheme recognising your performance and contributionPrivate Medical cover for your health and wellbeingDiscounted Allianz products, including Travel Insurance and Roadside AssistanceAnnual flu vaccination and Eye Care vouchers to support your everyday healthVouchers and discounts for a wide range of high street and online retailersInterest-free season ticket loan (after qualifying period) to support your commuteCorporate Social Responsibility opportunities to give back to your communityOngoing personal development support, with encouragement to bring your ideas and drive improvements in the way we workAn inclusive, values-driven culture where your voice is heard and your contribution mattersWho We AreAllianz 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 AgenciesWe 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.