Overview
AXA Health is recruiting full-time, permanent Customer Service Advisors in Tunbridge Wells and Bournemouth. In this role, you will 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.
We’re looking for customer-focused, empathetic individuals who are skilled at building rapport and who want to grow their career while making a positive impact. Join us and help put our members first.
Working arrangements
At AXA we work smart, empowering our people to balance their time between home and the office. You’ll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending one of our office locations, visiting clients or attending industry events.
Working Hours & Shifts
Full time, 37.5 hours per week. Shift patterns support member coverage 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 and will earn a 5% shift allowance in addition to your basic salary.
Induction & Training
Induction Date: 10th November 2025
You will participate in a 6-week training and coaching programme with specialist trainers, during which you’ll work core office hours. A Career Development Framework will be reviewed with your manager to provide clear progression. You will receive full training and support, with opportunities 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 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 on systems.
* Understanding processes and procedures; ensuring policy amendments fall within the terms of the membership agreement and referring to Underwriting as needed.
* Contributing to team targets and the Customer Charter; handling customer complaints appropriately.
* Developing and maintaining positive relationships with members, colleagues and stakeholders, providing advice and sharing knowledge.
* Continuously seeking ways to improve service, identifying process issues, suggesting solutions and expanding knowledge of AXA’s Private Medical Insurance products.
* Participating in meetings and business projects affecting Customer Services.
* Working flexibly within your skillset to support other teams and take on additional duties as required.
Due to high application volume, AXA reserves the right to close the advert earlier than the listed closing date to manage interest. If you’re interested, please apply.
What you’ll bring
* Recent experience in a customer-facing role (in person or on the telephone).
* Customer-focused with empathy and rapport-building ability.
* Good listening skills and professional conduct; able to assess situations.
* Strong written and spoken communication; problem-solving and decision-making with a positive attitude.
* Excellent organisation and attention to detail; ability to manage multiple tasks and work under pressure.
* Ability to navigate complex IT applications.
* Team player; capable of working under deadlines and remaining adaptable and flexible.
When applying to this role, you will complete screening questions as part of shortlisting. If successful, a competency-based interview via Teams will be held between 1st and 26th September.
As a precondition of employment, you must be eligible and authorised to work in the United Kingdom.
This position is defined as an Insurance Distribution Directive (IDD) role, requiring background screening every 4 years with an annual interim declaration.
What we offer
AXA UK rewards package includes:
* 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 of 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. AXA is an Equal Opportunities Employer. If you have a long-term condition or disability and require adjustments during the application or interview process, AXA offers access to the AXA Accessibility Concierge. For support, email laura.venables@axa-uk.co.uk.
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Who we are
At AXA Health, we help our members be the best version of themselves by providing access to health and wellbeing support for mind and body. We are transforming our business with easy, efficient, digital experiences for our customers, driven by specialists passionate about helping our members flourish across individuals, families, small businesses or large corporates.
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