independent

Thursday 17 April 2014

If you do put the wrong fuel in your car, don't drive -- anywhere

What's your own background?

I have worked in financial services/insurance since leaving school in 1992. I started my career in retail banking and following a year travelling I moved to insurance and began a career in account management. I have worked for Aon, Marsh and Genworth Financial and joined Allianz Global Assistance in May last year.

What does your job involve?

I am responsible for client relationships within the auto and travel industries. I am also responsible for developing new products and sales channels and identifying new growth opportunities.

What do you most like about your job?

It's a fast-paced environment and I love the challenge of managing several projects at once.

What's the most difficult part of your job?

Stress can build up and I need to keep that in check from time to time.

How many people work in your call centre?

Currently it stands at 37.

What's the average number of calls you'd receive a day?

Typically around 260, but volumes are generally higher in winter. We are also likely to see an increase in calls on the first working day following the Christmas break as there are a lot of flat batteries after the holidays!

What's the most common reason for people calling you?

It is split 50:50 between flat batteries and the first notification of a claim following a road traffic accident.

How often do people call because they put the wrong fuel in their cars?

Approximately 12pc of calls are due to incorrect fuel.

Our advice to motorists if this happens is simple: don't turn on the ignition and definitely don't drive off.

Stay put and call your roadside assistance provider.

What's been your most unusual reason for giving assistance?

A call from a customer whose dog had locked itself in a car outside a vet's surgery.

By the time our technician freed the dog, the surgery had closed but the dog appeared quite happy.

What's been the funniest incident?

Customers calling for assistance because their key won't work -- this is because they are trying to open someone else's car.

Also one customer called to say his car would not start, but failed to mention that he had wrapped it around a lamppost just before his call.

If you could work in another industry what would it be?

When I come back in a second life I want to be editor of ' Vogue'.

If you had a limitless budget what would be your dream car?

A Maserati.

olive keogh

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