Overview

Job Title: Customer Assistance Manager – Home Assistance Hub

Location of work: Office/Hybrid – Croydon

Salary: £33,021.15 (£18.14 per hour) • £2000 Shift Allowance • Non Contractual Bonus £4105 per annum, paid annually

Contract: 6-month Fixed Term Contract

What you will do

• Lead, coach and develop your team to deliver excellent customer experiences every day.
• Ensure performance targets and KPIs are consistently met.
• Support your team with escalated or complex cases, providing guidance and solutions.
• Hold regular 1-1s, team meetings and performance reviews, recognising success and addressing challenges.
• Create a culture of collaboration, professionalism and continuous improvement.
• Manage real-time performance, resourcing and workflow to ensure the best outcomes for customers.
• Embed customer service excellence and compliance with industry regulations.

Hours

This position is based on a 35-hour week, on a shift basis, Monday - Sunday 07:00 - 18:00. The business can be unpredictable, so flexibility is key — but in return we offer a supportive, collaborative working environment and hybrid office/home working.

About You

• Proven leadership and people management experience.
• A strong customer service background with the ability to handle complex cases with professionalism and empathy.
• Excellent communication, coaching and problem-solving skills.
• Confident in managing performance, setting goals and inspiring a team.
• Flexible and resilient, able to adapt to a fast-paced, 24/7 operational environment.

Staff Benefits

• Competitive salary with annual bonus scheme
• Hybrid working (60/40 office/home)
• Private Medical Cover
• Company pension scheme & competitive annual leave
• Roadside Assistance (free after 6 months’ probation)
• Annual flu vaccination & eye care vouchers
• Access to discounts on Allianz products, plus high street and online retailers
• Career development and internal progression opportunities
• Corporate Social Responsibility days
• Interest-free season ticket loan after probation

About Allianz

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 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 development goes hand in hand with 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, regardless of ethnicity, age, gender, nationality, religion, disability or sexual orientation.

Join us. Let’s care for tomorrow.

Additional information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Financial Services and Insurance