Overview
Are you passionate about making a real difference and providing exceptional service? AXA Health is recruiting full-time, permanent Membership Customer Service Advisors 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. If you're customer-focused, empathetic, and skilled at building rapport, this could be the perfect opportunity to grow your career while making a positive impact. We offer a flexible approach to work, with some time away from the office to meet business needs.
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, 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.
Working hours and location
Full time, 37.5 hours per week. Shift patterns designed to support members from 8am to 8pm Monday to Friday and 9am to 5pm on Saturdays. 7.5 hours per day on a 4-week rotating shift pattern. The role includes a 5% shift allowance in addition to the basic salary. You will work at least two days a week away from home (office attendance, client visits, or industry events), with plans to move to three days away from home in the future.
Induction & Training
Induction date: 10 November 2025. A 6-week training and coaching programme delivered by specialist trainers, with core office hours during this period. A Career Development Framework is provided and reviewed with your manager, offering clear progression. Full training and support to help you make a difference, with the opportunity to study for a Chartered Institute of Insurers (CII) qualification, paid for and supported by AXA.
Qualifications and requirements
* Recent experience in a customer-facing role (in person or on the telephone) is essential.
* Customer-focused, with the ability to show empathy and build rapport.
* Strong listening skills with the ability to assess situations and conduct yourself professionally.
* Ability to connect with a variety of people over the phone and in writing; 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 demonstrating resilience in a fast-paced environment.
* Ability to navigate complex and multiple IT applications.
* Team player able to work under pressure to meet deadlines.
* Adaptable and flexible, a positive role model.
Screening, compliance and inclusion
* As a regulated financial services company, all successful candidates will be subject to pre-employment checks.
* Adherence to PRA Insurance Conduct Standards and FCA Conduct Rules is required.
* AXA Health supports diversity and inclusion; we are an Equal Opportunities Employer and actively encourage applications from all backgrounds. We are Disability Confident Leader and participate in the Disability Confident 'Offer of Interview' scheme.
* We may request consent to opt in to accessibility support; a dedicated Talent Acquisition contact is listed in each job advert to assist.
Benefits and compensation
* 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 10x annual salary).
* Private health cover.
* 25 days annual leave plus Bank Holidays, with options to buy or sell up to 5 days.
* Wellbeing services and resources.
* AXA employee discounts.
Interview process and next steps
As part of the application, you will be asked to complete screening questions. Shortlisting will be based on essential criteria listed in the advert. Interviews are competency-based via Teams, and dates may be from 1st to 26th September. If you have questions about the interview or require support, contact the Talent Acquisition team listed in the advert.
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