!*!

If you are looking for a new Customer Service opportunity with a global organisation who will provide you with first class training then this could be the new career for you! We will provide you with all the support you require for your development plus the opportunity to work on a hybrid or remote basis as well as a great benefits package. In return, we ask for you to be passionate about providing the highest level of customer service, have an empathetic and patient nature and be available for shifts between 7am – 9pm Monday to Sunday, working a total of 35 hours per week.

We are recruiting a number of Customer Service Advisors Multi-Skilled providing a service to our customers for the provision of Motor breakdown, Home emergency and Travel insurance including our Medical Assistance department. This is an exciting time to join the Operations department here at AXA Partners, with our significant investment planned to transform, deliver new digital services to our customers and streamline and automate our business processes.

What you’ll be doing:

You will be an essential member of the operations department, supporting customers on one line of business initially before taking on additional skill sets. You will be handling inbound calls and supporting our customers at their time of need, to find a solution, instruct approved suppliers and contractors if applicable, in line with the business procedures.

To Deliver High Quality Customer Service

• Supporting our customers over the phone, ensuring that the customer expectations are managed on every case and our customers understand what happens next
• Using initiative as well as all information resources available to provide the best outcome for the customer whilst ensuring the job costs remain in line with business requirements and objectives
• Understanding and applying the AXA Assistance UK key policies to handling our customer queries and concerns, identifying and supporting customer vulnerability as well as adherence to our complaints and compliments procedure

To Deliver an Efficient Service

• To act as the voice of the customer to champion ideas and initiatives that would improve the customer experience and deliver operational efficiencies
• Ensure deployments are managed accurately to avoid customer delays, seeking the best solution available, ensuring that accurate and timely completion of case notes /logs are completed
• Support our customers by ensuring you answer calls and process cases in accordance with department procedures and agreed authority levels

To Work as an Effective Team Player

• Through your daily interactions with colleagues and customers understand and demonstrate the culture and values within AXA Assistance
• To work closely with other operational teams and support during peak / surge events as required in line with your skill sets.
• Build effective communication skills with all colleagues, speaking up and providing feedback to make this the best place to work
• Support your colleagues, customer and business to carry out other tasks as requested by your line managers

AXA are proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re happy to offer hybrid working contracts. Our Hybrid way of working is a split between 2 days at home and 3 days in our Redhill office in Surrey to give you that extra work life balance.

Intake Date - Our next start date for this role is Tuesday 29th August.

Working Hours: We're offering full and part-time hours (please feel free to discuss this with us)

Full time: You will be working 35 hours per week across 5 days. Shift work will be required Monday to Sunday between 7am – 9pm (including bank holidays)

Part time: Your hours will be worked out as a mutual agreement that suit you and the business needs. Please note, you will have to complete the training period as full-time hours.

Salary: We are offering a full time base salary of £20,020 plus a cross-skill allowance of £2,000 once training is completed across our Travel, Motor and Home departments. Additionally, there will be up to 10% shift allowance for the shifts worked. Total salary package could be worth up to £24,022 (depending on shifts)

Induction & Training: You’ll receive 5 weeks of fully comprehensive training from our specialist trainers to set you up for success in your new role. Throughout your career with us, we’ll provide you with all the support and training necessary to enhance your professional development. We're open, supportive, challenging and empowering. We encourage our people to learn and grow their career in the direction that's right for them.

!*!

What are we looking for?

Whilst it would be idea if you have previous experience working in a Contact/Claims Centre environment/telephone based work, it is by no means essential as we will provide you with all the training you need to be successful. We are keen to speak to candidates with the below:

• Excellent customer service and communication skills, both verbal and written
• Ability to deal with all customers and colleagues with empathy, respect and patience
• Competent in using standard software packages, including Word and Excel
• Willingness to take initiative to solve problems to ensure our customers are treated fairly with a proven ability to handle difficult conversations
• The ability to work at pace to meet customer deadlines
• Excellent organizational and time management skills
• Ability to work as part of a team
• Resilience when things are challenging with the ability to cope with working at home in own environment whilst supporting customers
• Suitable homeworking environment, free from distractions and with sufficient broadband speeds to meet the requirements of the role

!*!

AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.

Our mission: Empower people to live a better life.

Our values: Customer First, Courage, Integrity and One AXA.

!*!

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.

AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.

Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.

!*!

One of the best things about joining AXA is our rewards package. You can expect to receive:

Discretionary annual company bonus

Group Personal Pension Plan

Life Assurance (4x Annual Salary)

Private Healthcare Benefit and other health related benefits

22 days annual leave rising to 27 annual leave in one-year service increments

Free Travel Insurance from day 1!

Staff home and motor emergency cover

Employee home insurance discounts

…and much more!