About AXA:
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.
AXA Health supports members to put their health first, from individuals to huge corporates, with fast access to diagnosis and treatment when they need it.
Job overview:
We are recruiting Mental Health Executives, working with some of our more vulnerable customers. You will demonstrate a high level of empathy, care and support to guide our members through their claims experience effectively.
Key responsibilities:
- Positive and empathetic interaction with our customers, proactively handling their queries through various channels, resolving queries and guiding members to ensure they receive the correct treatment available in line with their AXA Health policy
- Taking full ownership of all customer interactions, investigating, assessing reports and providing solutions to customer enquiries, or gathering full information and escalating to the relevant business area or manager where required.
- Working closely with our clinical nursing team to support our members in receiving the treatment they need
- Ensuring accurate and appropriate records of customer interactions are created and maintained on AXA systems
- Full understanding of the processes and procedures within your business area, including how you contribute to the team goals.
- Developing and maintaining strong positive relationships with customers, your department, key stakeholders and clients (internal and external).
- Continually looking for ways to improve the service you provide, identifying any problems with processes, suggesting solutions and developing knowledge of our Private Medical Insurance products
- Actively participating in department and team meetings and business wide projects which impact Customer Services.
- You may at times be asked to support other areas of our front-line claims pre-authorisation service but will receive training prior to this.
- Consistently achieving all performance targets to ensure that we are providing the very best service to our members. Manage and proactively address/ act on feedback, whilst adhering to FCA, data protection and regulatory requirements
At AXA we work smart, 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. 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 either attendance at one of our office locations, visiting clients or attending industry events.
Working Hours & Shift Pattern:
Full time, 37.5 hours per week. Our shift patterns are designed to offer support to our members from 8am to 8pm Monday to Friday and 9am to 5pm on Saturdays. You’ll work 7.5 hours per day on a 4-week rotating shift pattern. These shifts support today’s varied lifestyles and will also earn you 5% shift allowance, in addition to your basic salary.
Induction & Training:
Induction Date: Thursday 18th June
To help you settle into the team and to set you up for success in your new role, you’ll attend a 6-week training and coaching programme, delivered by specialist trainers. During this period, you’ll work core office hours.
Providing a Career Development Framework that is reviewed with your manager, giving you clear career progression. Full training and support you need to make a difference, no matter the stage of your career. Once you're up to speed in your new job, there's also the chance to study for a professional Chartered Institute of Insurers (CII) qualification, paid for and supported by AXA.
We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply.
Your skills & experience:
- Compassion and understanding when supporting our vulnerable members.
- Excellent decision making skills
- Customer focus, including building rapport and demonstrating empathy.
- Required to be highly resilient whilst dealing with emotional effective conditions
- Ability to navigate multiple complex IT applications at one time
- Attention to detail
- Ability to work under pressure to meet deadlines
- Good organisational skills
- Excellent listening and communication skills both written and verbal
- Knowledge of FCA requirements and regulations including TCF
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
How to apply:
To apply, click on the ‘apply now’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to penny.2.edwards@axa-insurance.co.uk.
Application Closure:
We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.
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