OBJECTIVE OF THE ROLE
To provide an professional and proactive response to requests for assistance.
Deliver outstanding experiences to customers each and every day in line with our Business Partners contractual agreements.
Engage with others and collaborate to achieve the Allianz Partners Vision and Mission.
Hours
Full shift – based on 35 hours per week. Shifts covering 24 hours.
MAIN RESPONSIBILITIES
Quality and Customer Focus
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.
• All customers are calling us for help and therefore you will be required to handle all incoming and outgoing telephone calls in a helpful, friendly, polite and professional way.
• To provide proactive solutions to our customers in line with our clients expectations.
• To manage each task to ensure that customers receive the most appropriate service in a timely and cost effective manner.
• To monitor all aspects of the task to ensure that all services are provided at the agreed time and that the customer is kept fully appraised of the progress.
• To complete all Middle Office Tasks assigned to you in order of priority, using the most proactive approach to deliver the best customer outcome.
• To ensure that the relevant Supervisor/Manager is informed of any service failure or potential problem.
Communication, Collaboration and Engagement
Structured, regular two way communication is important, so we ask you to:
• Full participation and contribution in annual performance reviews, one to one’s and monthly team meetings by providing positive and/or constructive feedback
• Ensure that you maintain up to date knowledge concerning all aspects of the brands you represent.
• To ensure that all product and technical knowledge is applied at every opportunity.
• Advise your team of any product or technical developments and issues that you have been made aware of.
• Highlight to Senior Managers any customer feedback or product trends which may impact the business.
Training and Coaching
• Regular feedback will be provided through Call Auditors, Call Coaches and Team Managers and therefore you will be required to participate in all feedback sessions.
• Training and support will be provided and you will be required to positively engage in any online or face to face training we provide you.
• Work with your Team Manager to identify any training/coaching areas that might benefit your performance and advise your supervisor of any areas of work which you require any additional training.
• Where specific call guides or processes have been put in place, you must follow these practices.
• Ensuring timely completion of all mandatory or online training modules
Complaint Handling
• Handle all regulated complaints within the FCA complaint guidelines
• Escalate high profile cases or contentious issues to the right Manager as soon as possible. For serious issues, contact your Manager even if it is out of hours so that they can make sure other people are aware and provide further advice or recommendations if required.
• Where possible and within your authority limits manage to conclusion including resolution. Provide an objective report of events when required and ensure the case is highlighted to your Manager or the most appropriate Manager.
You will be responsible for the following;
Health & Safety
• To ensure that your work area is kept safe and tidy at all times.
• To abide by the Health & Safety Work Act 1974.
• To notify your supervisor/Manager of any Health & Safety issues which may cause harm to fellow employees.