assistance coordinator


assistance coordinator

Reporting Into: Team Leader

Contract Type: Permanent

Job Location: Dublin

Date posted: 14th January 2019

Reference: CFMAC2



Our client, a major global brand, is looking to add to their team by recruiting an Assistance Coordinator. The main objective of the role is to respond to all incoming telephone calls in a polite and efficient manner to ensure the highest level of customer service in line with the company standards.


Role Details:

  • To answer incoming motor, property and medical assistance telephone calls

  • To provide the caller with all relevant information and services

  • To dispatch assistance work to the appropriate network contractors or recovery agents

  • To make follow up telephone calls on all property assistance cases to establish customer satisfaction

  • Make follow up telephone calls to the recovery agents to confirm fault and outcome before closing all motor assistance files

  • To ensure that all client information is simultaneously entered onto the database

  • To handle claims notifications and out of hour customer service calls for Corporate clients and their customers

  • To perform such administrative tasks as appropriate to your files/calls

  • To inform the Supervisor/Manager of any calls that may become problematic

  • To carry out additional duties and ad hoc projects as requested by the Supervisor/Manager

You will be responsible for the following:

  • Health & Safety:

    • To ensure that your work area is kept safe and tidy at all times

    • To notify your supervisor/Manager of any Health & Safety issues which may cause harm to fellow employees

  • Training:

    • To advise your supervisor of any areas of work which you feel require you receive any additional training

    • Be available for training on new schemes/policy changes 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 Key Performance Area targets set for the department

  • Appraisals:

    • To actively participate in and contribute towards the monthly team meetings and one-to-one assessment sessions and the annual appraisals

Your personal attributes:

  • Self Awareness

    • Essential:

      • Well presented in line with working within a corporate environment

  • Education / Qualifications

    • Essential:

      • Good standard of general education;

      • Successfully completed Leaving Certificate

    • Desirable:

      • Working towards APA qualification

  • Special skills & knowledge

    • Essential:

      • Proven experience of providing a quality customer service within a pressurised environment

      • A genuine desire to provide a high level of customer service

      • The ability to effectively manage multiple cases

      • Excellent telephone manner

      • Fast accurate typing skills

      • PC Literate

      • Good geographical knowledge

      • Basic technical knowledge of vehicles

    • Desirable:

      • Experience of working in the automotive industry

  • Aptitude / Personality:

    • Essential

      • Enthusiastic

      • Patient

      • Diplomatic

      • Team player

      • Calm under pressure

      • Assertive

      • Flexible


Shifts based on a 35 hour week – between the hours of Monday to Friday 08.00 – 20.00, Saturday 09.00 – 19.00 and Sunday 10.00 – 18.00

Package on offer:

  • Permanent, full-time position

  • Salary - €25k plus target related bonus


If you are interested in this role, please select APPLY below. This will create an email to us, attach your CV (plus any additional information you'd like to submit) and we will be in touch with you.