Customer Experience Coordinator – Travel

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

📋 Description

• Manage both inbound and outbound customer calls.

• Deliver proactive, solution-oriented responses to customer inquiries in accordance with Business Partner expectations and FCA regulations.

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

• Recognize and suggest suitable insurance upgrade options using a procedural sales method and adhering to Treating Customers Fairly principles.

• Prioritize multiple cases based on customer requirements.

• Accurately document customer interactions and fulfill administrative responsibilities.

• Address regulated complaints and escalate high-profile or contentious issues.

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

• Share insights on product knowledge, technical updates, and customer feedback trends.

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

• Complete mandatory training sessions.

• Ensure a safe and organized workspace.

⛳️ Requirements

• Previous experience in a customer service position, preferably within a contact center, travel, or insurance sector.

• Excellent communication abilities with a talent for explaining concepts clearly and compassionately.

• Capability to manage multiple tasks at once and prioritize effectively under pressure.

• Strong attention to detail paired with a quality-oriented mindset.

• Good understanding of geographical locations.

• Proficient in standard PC applications and capable of navigating multiple systems concurrently.

• Genuine dedication to providing exceptional customer experiences.

• Willingness to work rotating shifts: Monday to Saturday from 8 am to 8 pm, and Sunday from 9 am to 5 pm.

• A good educational background, including GCSE in English Language 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 with using AI-assisted tools or digital workflows is preferred.

🏝️ Benefits

• Comprehensive training and onboarding process.

• Competitive annual leave policy.

• Contributions to a company pension scheme.

• Participation in a company bonus scheme.

• Private medical insurance coverage.

• Discounted Allianz products, including Travel Insurance and Roadside Assistance.

• Annual flu vaccination and Eye Care vouchers.

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

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

• Opportunities for Corporate Social Responsibility involvement.

• Ongoing support for personal development.

• An inclusive culture driven by core values.