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 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.
What you’ll be doing:
- Handling calls and live chat 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.
Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply.
We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply.
What you’ll bring:
- Recent 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.
- Highly organised with excellent attention to detail, capable of managing multiple tasks effectively and demonstrating resilience in a fast-paced environment.
- 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.
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