Customer Experience Coordinator – Travel

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage both incoming and outgoing customer calls.

• Deliver proactive, solution-oriented responses to customer inquiries, adhering to Business Partner expectations and FCA guidelines.

• Oversee customer interactions from start to finish while keeping clients updated.

• Identify and propose relevant insurance upgrade options using a structured sales approach and the Treating Customers Fairly principles.

• Effectively prioritize tasks and handle multiple cases concurrently.

• Accurately document customer interactions and perform administrative responsibilities.

• Address regulated complaints following FCA protocols and escalate significant or contentious issues as necessary.

• Adhere to call protocols, processes, and compliance standards.

• Communicate product knowledge, technical updates, and customer feedback trends with teams and senior management.

• Engage in coaching, provide feedback, participate in call audits, one-on-one sessions, and performance evaluations.

• Complete all required training modules.

• Ensure a safe and organized work environment.

⛳️ Requirements

• Proven experience in a customer service position, preferably in a contact center, travel, or insurance setting.

• Excellent communication skills with the ability to convey information clearly and empathetically.

• Capacity to handle multiple responsibilities and prioritize efficiently under pressure.

• Strong attention to detail and a quality-focused approach.

• Good geographical awareness.

• Proficient in standard PC applications and capable of navigating various systems simultaneously.

• Dedication to providing exceptional customer experiences.

• Availability to work rotating shifts: Monday to Saturday from 8 AM to 8 PM and Sunday from 9 AM to 5 PM.

• Good general education standard, including English Language GCSE or equivalent.

• Familiarity with FCA regulations and Treating Customers Fairly principles is desirable.

• Knowledge of travel insurance products or the travel industry is a plus.

• Comfort in utilizing AI-assisted tools or digital workflows is desirable.

🏝️ Benefits

• Comprehensive training and onboarding process.

• Competitive annual leave package.

• Contributions to a company pension scheme.

• Participation in a company bonus scheme.

• Private medical coverage.

• Discounts on Allianz products, such as Travel Insurance and Roadside Assistance.

• Annual flu vaccination provision.

• Eye Care vouchers available.

• Vouchers and discounts for various high street and online retailers.

• Interest-free season ticket loan after a qualifying period.

• Opportunities for Corporate Social Responsibility involvement.

• Continuous personal development support.

• A culture that is inclusive and driven by values.