Job Title:   Customer Claims Manager – Claims   

Location of work: Croydon Office Hybrid / Birmingham office Hybrid / Remote

Salary:  up to £37,000.00 Depending on experience

Bonus:  £3,500

Start date – ASAP

As a customer Assistance Manager you will be responsible for the day to day manager of the Customer Claims team. You will be providing day to day support to your team, including coaching, on the job training, workforce planning, one to one meetings and appraisals.

You will act as point of contact for customer issue resolution and escalations, ensuring prompt and appropriate resolution to the customer.  You will ensure best practice and processes are utilized within the Claims team and are aligned with the customer being at the heart of our what we do.

Hours:  

 This position is based on a 35 hour week on shift basis. Hours will be between 8am to 8pm Monday to Friday, 9am to 5pm Saturday. However, our business can be unpredictable and there will be times when we need you to work longer.

Our vision is to be renowned as the caring premium UK Assistance provider.  We strive to deliver an exceptional customer experience at all points of assistance.  To achieve this –

You will:

• Have excellent communication skills which are essential when working in a shift environment
• Complete PDP for your team, understand career ambitions and aspirations and assist with future development
• Set SMART targets, spend time listening to calls and providing side by side feedback and guidance
• Ensure employee records are maintained and one-to-one meetings are delivered on time
• Deal with any employee relations issues which may arise
• Handle all regulated complaints within the FCA complaint guidelines
• Work with the quality auditors to understand any performance or productivity issues within your team.

About you:

• Experience of managing a team within a contact centre environment or similar
• Experience within a claims.
• Customer focused, results orientated and outcome driven
• Ability to work effectively within a team environment where some reports are working remotely 24/7
• Excellent leadership qualities & ability to delegate effectively
• Commercially aware
• Good standard of education
• Strong knowledge of Microsoft office/in-house bespoke systems
• Flexible and adaptable and happy to work shifts

Staff Benefits

You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes.

In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.

We will provide you with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.

Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.

About Allianz Partners:

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. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.

Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we commit to them, nourish them and invest in their careers because we recognize that your development goes hand in hand with our growth and success.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Join us. Let's care for tomorrow.