Job Title: Customer Claims Technical Support Co-ordinator

Reporting to: Head of Warranty Claims

Department: Warranty Operations - Hybrid Working

Objective of the Role

To provide frontline support to the warranty claims team on behalf of multiple automotive manufacturers Approved Used car and insured warranty programmes. The role involves direct communication with retailer networks and customers to assess and validate warranty-related enquiries, ensuring all claims comply with the eligibility criteria outlined in the terms and conditions of the Approved Used and Insured Warranty programmes. Delivering a professional, empathetic, and proactive service experience is critical to achieving fair and positive customer outcomes in alignment with Consumer Duty principles.

The role requires a comprehensive understanding of standard operating procedures, warranty policy terms and conditions, and relevant processes within Warranty operations, including Sales and Administration, to maintain high-quality service delivery.

Main Duties

• Handle warranty and service plan-related enquiries and transactions via inbound/outbound calls and online claims administration platforms.
• Ensure all calls are handled in accordance with Consumer Duty principles, delivering fair, transparent, and customer-focused outcomes.
• Provide accurate and timely information to retailers, customers, and internal teams regarding warranty coverage and claim procedures.
• Deliver a professional, empathetic, and proactive service experience, ensuring adherence to company policies and the principles of Treating Customers Fairly.
• Ensure all customer interactions align with contractual obligations and contribute to delivering exceptional customer experiences.
• Collaborate effectively with colleagues to support the Allianz Partners Vision and Mission.
• Respond to retailer and customer emails, ensuring all activities are logged and tracked via internal workflow systems.
• Use sound judgement and customer service expertise to manage each call efficiently, ensuring timely resolutions.
• Proactively monitor call volumes to support colleagues, ensure service levels are maintained, and keep customers informed, delivering within agreed timeframes.
• Escalate complex or high-risk complaints to senior supervisors, providing clear, objective, and comprehensive information to support resolution

Hours

Thirty-Five hours per week, between 9 to 5 pm. Due to the nature of this role, hours may vary in line with business needs. Monday to Friday with 2 days working from Croydon Head Office.

Attributes and Skills

Communication

Demonstrates proficiency in both verbal and written communication. You will be required to engage clearly and professionally with retailer networks, customers, and internal teams.

Organisational Skills
Strong organisational skills are essential to effectively prioritise and manage a diverse workload. This includes coordinating multiple tasks, adhering to deadlines, and ensuring all activities are recorded accurately to support smooth operational workflows.

Call Handling Skills
Previous experience in call handling within similar customer service or warranty-related functions is highly desirable. The role demands the ability to manage inbound and outbound calls professionally, efficiently, and with a customer-centric approach.

Technical Skills
A foundational understanding of automotive technical concepts is beneficial to support accurate assessment and validation of warranty claims. This knowledge enables effective communication with both customers and technical teams and aids in the resolution of complex warranty enquiries.

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.

Training

• To advise your Manager of any areas of work which you feel require you to receive additional training.
• Be available for training on new schemes and skills as required.

Quality Management System

• To work as a member of a team within the quality system and follow all documented quality procedures and instructions.

Key Performance Areas

• To work towards achieving 100% on all individual objectives and those set for the department.

Appraisals

To actively participate in and contribute towards individual six monthly appraisals, regular review meetings and one-to-one assessment sessions.

Regulatory

• To work within and be compliant at all times with all relevant regulations and legislation applicable to the role.

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 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.