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Customer Service Advisor
Insurance
Job Description
About AXA:
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.
AXA Health supports members to put their health first, from individuals to huge corporates, with fast access to diagnosis and treatment when they need it.
Job overview:
We’re recruiting Customer Service Advisors on a full-time permanent basis to join our dedicated Membership teams in Tunbridge Wells and Bournemouth. You’ll play a pivotal role in providing our members an excellent experience through effectively administering any changes to their private medical insurance policy. So, if you’re customer focused and have the ability to show empathy and build rapport this could be the role for you!
Key responsibilities:
- Handling calls from members, resolving queries and guiding them to ensure they receive the correct advice in line with their policy.
- Taking ownership of member interactions, investigating, and providing solutions to enquiries, or gathering information and escalating to the relevant business area or manager if required.
- Creating and maintaining accurate and appropriate records of customer interactions on systems.
- Understanding processes and procedures, ensuring all policy amendments fall within the terms of the membership agreement and referring to Underwriting if needed.
- Contributing to team targets, the Customer Charter and knowing how to deal with customer complaints.
- Developing and maintaining positive relationships with members, colleagues, and key stakeholders - creating a positive attitude of support, providing advice, guidance and sharing knowledge.
- Continually looking for ways to improve the service you provide, identifying any problems with processes, suggesting solutions, and developing knowledge of AXA’s Private Medical Insurance products.
- Participating in meetings and business projects which impact Customer Services.
- Working flexibly within your skillset to move to/support other teams, multiskilling and taking on additional duties as required.
Work arrangements:
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events.
Working hours & shift pattern:
Full time, 37.5 hours per week. Our shift patterns are designed to offer support to our members from 8am to 8pm Monday to Friday and 9am to 5pm on Saturdays. You’ll work 7.5 hours per day on a 4-week rotating shift pattern. These shifts support today’s varied lifestyles and will also earn you 5% shift allowance in addition to your basic salary.
Induction & Training:
Induction Date: Tuesday 6th October 2026.
To help you settle into the team and to set you up for success in your new role, you’ll attend a 6-week training and coaching programme, delivered by our specialist trainers. During this period, you’ll work core office hours.
Providing a Career Development Framework that is reviewed with your manager, giving you clear career progression. Full training and support you need to make a difference, no matter the stage of your career. Once you're up to speed in your new job, there's also the chance to study for a professional Chartered Institute of Insurers (CII) qualification, paid for and supported by AXA.
Your skills & experience:
- Experience in a customer facing role either in person or on the telephone is essential.
- Customer focused, with the ability to show empathy and build rapport.
- Sound listening skills with the ability to assess situations and conducting yourself in a professional manner.
- Ability to connect with a variety of people over the phone and in writing, problem-solving and decision-making skills with positive, can-do attitude.
- Well organised, play attention to detail with the ability to multi-task and show resilience.
- Ability to navigate complex and multiple IT applications.
- Team player with the ability to work under pressure to meet deadlines.
- Adaptable and flexible, a positive role model.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.
How to apply:
To apply, click on the ‘apply now’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to Sophie.2.guest@axa-uk.co.uk.
We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.
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