AXA Health – Royal Tunbridge Wells, United Kingdom
Overview
Join AXA Health as a Customer Service Advisor. We are recruiting full-time, permanent roles in Tunbridge Wells and Bournemouth. In this role, you’ll help deliver outstanding experiences for our members by efficiently managing their private medical insurance policies and ensuring they feel supported every step of the way.
Working hours and location
Full-time, 37.5 hours per week. Shift patterns designed to support our members from 8:00 to 20:00, Monday to Friday, and 9:00 to 17:00 on Saturdays. You’ll work 7.5 hours per day on a 4-week rotating shift pattern, with a 5% shift allowance. You’ll work at least two days per week away from home, moving to three days a week in the future. Away from home means attending an office location, visiting clients or attending industry events.
Induction & Training
Induction date: 10 November 2025. You’ll attend a 6-week training and coaching programme delivered by specialist trainers, with core office hours during this period. AXA provides a Career Development Framework with regular reviews with your manager. There’s potential to study for a 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 correct advice in line with their policy.
* Taking ownership of member interactions, investigating and providing solutions or gathering information and escalating when needed.
* Creating and maintaining accurate records of customer interactions in systems.
* Understanding processes and procedures to ensure policy amendments fall within the membership terms and referring to Underwriting when required.
* Contributing to team targets and customer service standards, including handling complaints as appropriate.
* Developing and maintaining positive relationships with members, colleagues and stakeholders, offering guidance and sharing knowledge.
* Looking for ways to improve service, identifying process issues, and developing knowledge of AXA’s Private Medical Insurance products.
* Participating in meetings and projects that impact Customer Services.
* Working flexibly within your skillset to support other teams and take on additional duties as required.
Note: We reserve the right to close this advert earlier if we receive high interest. If you’re excited by this role, please apply.
What you’ll bring
* Recent experience in a customer-facing role, in person or on the telephone.
* Customer-focused with the ability to show empathy and build rapport.
* Strong listening skills and the ability to assess situations professionally.
* Ability to communicate effectively by phone and in writing; strong problem-solving and decision-making skills with a positive, can-do attitude.
* Highly organized with excellent attention to detail; capable of managing multiple tasks and resilient in a fast-paced environment.
* Ability to navigate multiple IT applications.
* Team player who can work under pressure to meet deadlines.
* Adaptable and flexible, a positive role model.
When applying, you may complete screening questions. If successful, you’ll be invited to a competency-based interview via Teams between 1 and 26 September.
As a precondition of employment, you must be eligible and authorized to work in the United Kingdom. This role is classified as an Insurance Distribution Directive (IDD) role and includes background screening every 4 years with annual declarations in interim years.
What we offer
* Competitive starting salary of £24,665 per year.
* 5% shift allowance.
* Annual company and performance-based bonus.
* Contributory pension scheme (up to 12% employer contributions).
* Life Assurance (up to 10 x annual salary).
* Private health cover.
* 25 days annual leave plus Bank Holidays, with option to buy or sell up to 5 days.
* Wellbeing services and resources.
* AXA employee discounts.
To apply, click the “apply for this job” button and log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer. If you require adjustments during the application or interview process, AXA provides accessibility support via the AXA Accessibility Concierge. For support, please email laura.venables@axa-uk.co.uk.
Who we are
AXA Health helps our members access health and wellbeing support for mind and body, and we transform our business with easy, efficient digital experiences for our customers. We are a team of specialists dedicated to helping our members flourish, whether individuals and families, small businesses or large corporates.
Job details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
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