At AXA we share a common purpose; to act for human progress by protecting what matters. This makes it 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. To help us build our capability, we are recruiting a number of Customer Service Advisors Multi-Skilled.
As a Customer Service Advisor Multi-Skilled, you will be an essential member of the operations department providing a service to our customers for the provision of motor breakdown, home emergency and travel insurance. Acting as brand ambassadors on behalf of the clients of AXA Assistance in the UK, you will support 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.
At AXA we’re 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. 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 on a permanent contract basis. This is a split between 2 days at home and 3 days in our Redhill offices in Surrey to give you that extra work life balance.
Working Hours: We're offering full and part-time hours
Full time: You will be working 35 hours per week across 5 days. Shift work will be required between Monday to Sunday (including bank holidays) when working in our Motor and Home department.
Part time: We're flexible and willing to work around hours that suit you. 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, we're unable to offer training on a part-time basis.
Salary: We are offering a full time base salary of £20,020 plus a cross-skill allowance of £2000 once training is completed across our Travel, Motor and Home departments. Additionally, there will be shift allowance for the shifts worked in Home and Motor.
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 you’ll be doing:
To Deliver High Quality Customer Service
To support our customers during their time of need, ensuring that the customer expectations are managed on every case and our customers understand what happens next
Ability to use 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
To understand and apply 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
Promote the best image of the company through a professional manner and maintaining the highest level of personal conduct, acting as brand ambassadors for AXA Assistance UK clients.
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 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.
Be aware of the structure and work of other teams and function, looking for ways to support colleagues
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
Your Profile
What you will need:
Excellent customer service skills
Ability to deal with all customers and colleagues with empathy and respect
Excellent communication skills, both verbal and written
Ability to work with digital platforms required to perform in role
Willingness to take initiative to solve problems to ensure our customers are treated fairly
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
Flexibility in approach to meet customer and business needs
The ability to get things done and deliver results to agreed customer standards
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 the required broadband speeds to meet the requirements of the role
Desirable Criteria
Previous experience of a Contact/Claims Centre environment/telephone based work
Experience of working within a team environment, supporting others and providing relevant feedback
Competent in using standard software packages, including Word and Excel
About AXA
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.
About the Entity
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.
What We Offer
By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. One of the best things about joining AXA is our rewards package. At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:
Annual company & performance-based bonus
Contributory pension scheme (up to 12% employer contributions)
Life Assurance (up to 10 x annual salary)
22 days annual leave plus Bank Holidays
AXA employee discounts
Gym benefits
Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
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