About the Role
AXA – Global Healthcare is recruiting Customer Service Associates for full‑time permanent roles based in Tunbridge Wells. The position supports customers worldwide 24/7, guiding them through their medical claims journey with care and professionalism.
Shift Patterns & Schedule
Our shift patterns enable 24/7 support and include day shifts, night shifts, and weekend coverage. You will earn a 20% shift allowance in addition to your basic salary.
* Early Shift – starting between 6.00am - 8.00am.
* Core Shift – starting between 8.00am - 10.30am.
* Late Shift – starting between 12.00pm - 2.30pm.
* Night Shift – starting at 10pm.
Induction & Training
Induction Date: 12th January 2026. The 10‑week training and coaching programme is delivered by specialists in the Tunbridge Wells office. Working Monday to Friday 9am‑5pm, full attendance and commitment to the programme are required.
Responsibilities
* Using language skills to ensure the delivery of excellent customer service by providing relevant, detailed, and accurate information to every customer.
* Applying initiative and the information tools available to provide the best outcome for our customers.
* Answering calls whilst adhering to standard response times.
* Ensuring accurate and timely completion of documentation and follow up of cases.
* Remaining calm in the face of challenge to effectively help our customers when they need us the most.
Qualifications & Requirements
* Fluent in both spoken and written Mandarin or Cantonese and English, together with experience in a customer facing role is essential.
* Customer focused, with the ability to show empathy and build rapport, listening and assessing situations to make decisions whilst conducting yourself in a professional manner.
* Highly adaptable to change and managing multiple priorities.
* Excellent attention to detail with the ability to meet deadlines when working in a fast‑paced environment.
* Ability to connect with a variety of people over the phone and via email, translating complex information in a simple way whilst following a call guide.
* Resilient and ambitious, taking ownership of complex queries and using own initiative.
* Experience in navigating complex, multiple IT applications simultaneously together with proven experience working with MS office or Google Workspace.
* You will need to show you meet the essential criteria as detailed in the job advert or job description.
Benefits
* Competitive annual starting salary of £24,665 rising incrementally to £27,770 over an approx. 24‑month period as you progress in the role.
* 20% shift allowances of up to £4,933.
* Language allowance of £1,250 (may increase dependant on team allocation).
* Annual company & performance‑based bonus.
* Contributory pension scheme (up to 12% employer contributions).
* Life Assurance (up to 10 x annual salary).
* Private medical cover.
* 25 days annual leave plus Bank Holidays.
* Opportunity to buy up to 5 extra days leave or sell up to 5 days leave.
* Wellbeing services & resources.
* AXA employee discounts.
Equal Opportunity Employer
As an Equal Opportunities Employer, we take pride in treating our employees and potential hires with respect and without discrimination based on any Protected Characteristics. AXA UK is recognised as a Disability Confident Leader. We actively encourage applications from people who face barriers in the workplace due to a disability or long‑term health condition and participate in the Disability Confident Offer of Interview scheme. We are dedicated to promoting diversity and inclusion and actively encourage applications from individuals of all backgrounds.
J-18808-Ljbffr