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 informed throughout the process.

• Offer pertinent insurance upgrade options through a structured sales approach aligned with Treating Customers Fairly principles.

• Effectively prioritize tasks and handle multiple cases at once.

• Accurately document customer interactions and fulfill administrative responsibilities.

• Address regulated complaints and escalate significant or contentious cases as needed.

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

• Share insights on products, technical updates, and trends in customer feedback.

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

• Complete all required training modules.

• Ensure a safe and organized work environment.

⛳️ Requirements

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

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

• Capability to handle multiple responsibilities and prioritize effectively under pressure.

• Strong attention to detail with a focus on quality.

• Good knowledge of geographical locations.

• Proficient in standard PC applications and adept at navigating multiple systems concurrently.

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

• A good level of general education, including GCSE in English Language or an equivalent qualification.

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

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

• Comfort with using AI-assisted tools or digital workflows is advantageous.

🏝️ Benefits

• Comprehensive training and onboarding program.

• Competitive annual leave package.

• Contributions to the company pension scheme.

• Participation in the company bonus scheme.

• Private medical insurance coverage.

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

• Annual flu vaccination provided.

• Eye care vouchers available.

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

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

• Opportunities for involvement in Corporate Social Responsibility initiatives.

• Continuous personal development support offered.

• An inclusive culture driven by core values.