Customer Experience Coordinator - Travel (Home, GB, HOME BASED)

Allianz
United Kingdom
Workplace: RemoteContractGBP 23,608.43+ annuallyFunction: Customer Success & Account ManagementSkills: ["Communication","Prioritisation","Attention to detail","Quality focus","Empathy"]

Serve as the first point of contact for customers needing travel insurance support, handling inbound and outbound calls end-to-end with speed and empathy. You’ll respond to travel disruptions and insurance queries, manage cases in line with FCA and Treating Customers Fairly expectations, and record accurate outcomes. The role also includes coaching, call audits, completing mandatory training, and presenting relevant insurance upgrade options using a procedure-based approach.

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FursaFursa
Allianz
Allianz
1 day ago

Customer Experience Coordinator - Travel (Home, GB, HOME BASED)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Serve as the first point of contact for customers needing travel insurance support, handling inbound and outbound calls end-to-end with speed and empathy. You’ll respond to travel disruptions and insurance queries, manage cases in line with FCA and Treating Customers Fairly expectations, and record accurate outcomes. The role also includes coaching, call audits, completing mandatory training, and presenting relevant insurance upgrade options using a procedure-based approach.
Location: United Kingdom
Workplace: Remote
Employment Type: Contract · 5 months
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Handle inbound and outbound customer calls professionally, ensuring timely support and end-to-end case management.
  • •Provide proactive, solutions-focused responses aligned with Business Partner expectations and FCA regulatory requirements.
  • •Identify and present relevant insurance upgrade options using a procedure-based sales approach and Treating Customers Fairly principles.
  • •Record all customer interactions accurately, complete associated administrative tasks, and manage regulated complaints with appropriate escalation.
  • •Follow call guides and compliance procedures; share feedback and product knowledge, and participate in coaching, call audits, and mandatory training.

Pay and Benefits

Salary: GBP 23,608.43 annually
Perks:Annual LeavePensionAnnual BonusPrivate MedicalSeason Ticket

Key Requirements

  • •Experience in a customer service role, ideally within a contact centre, travel, or insurance environment.
  • •Strong phone communication skills with the ability to explain clearly and empathetically.
  • •Ability to manage multiple tasks simultaneously and prioritise effectively under pressure.
  • •High attention to detail and a quality-focused mindset.
  • •Flexibility to work rotating shifts (Monday–Saturday 8am–8pm, Sunday 9am–5pm).
Experience:Insurance
Skills:CommunicationPrioritisationAttention to detailQuality focusEmpathy
Tech Stack:PC applicationsAI-assisted tools

Company Brief

Allianz
Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 1890
WebsiteLinkedIn