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AXA- Global Healthcare have a fantastic opportunity to join our team of International Customer Service Representatives supporting customers around the world with their medical claims journey 24/7 - dedicated to the partnership with AXA Germany. A high percentage of calls will be conducted in English; therefore, we’re seeking candidates fluent in English. Please let us know in your application if you’re fluent in German.
We aim to become an even bigger player in the global marketplace in the next 2 years and we’re committed to ’Delighting our Customers’. We place our people and our culture at the core of our ambitions.
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 40% of your week away from home at one of our Tunbridge Wells Office.
Your salary will start at £23,400 increasing incrementally to £26,600 over an approx. 24-month period as you progress in the role. In addition, you will earn:
20% Shift Allowance of £4,680
Language allowance of £3500*
Variable annual company bonus
This is a minimum inclusive starting salary of £29,330.
*Language allowance of £3500 for successful applicants with fluent German verbal and written skills. Separate allowance applies for certain other languages. Please let us know of other language skills in your application.
Working Hours & Shift Pattern:
Our shift patterns are designed to offer 24/7 support to our customers and involve a blend of day shifts, night shifts and weekends that support today’s varied lifestyles and will also earn you 20% shift allowance in addition to basic pay.
As an example, our shifts typically cover 7.5 hours or 8 hours per day starting at the following times:
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
If these working hours aren't suitable but you feel you're a strong applicant, we welcome your application and we can discuss your desired shift patterns.
What you’ll be doing:
- Ensuring the delivery of excellent customer service by providing relevant, detailed and accurate information to every customer
- Using your 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
- Remain calm in the face of challenge to effectively help our customers when they need us the most Managing your time to ensure productivity targets are met
- Continuous collaboration with the team that you will be sharing your work with
Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply.
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.
What you’ll bring:
- German language skills are desirable but not necessary
- Highly customer focused and organised with strong attention to detail
- Excellent verbal and written communication skills in English
- Previous experience in a customer service role
- The ability to demonstrate empathy
- Confident decision maker with a positive approach to everything you do
- Ability to use your own initiative and take ownership to resolve complex queries
- Resilience and ability to work under pressure and meet deadlines
- Ability to navigate complex, multiple IT applications simultaneously
- Demonstrable experience working with Microsoft Office or Google Workspace
- Able to provide an uninterrupted network connection (consistent speed throughout the day) of at least 15 Mbps download speed
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom
This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.
What we offer:
At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:
- Competitive annual salary of up to £29,330
- Annual company & performance-based bonus
- Contributory pension scheme (up to 12% employer contributions)
- Life Assurance (up to 10 x annual salary)
- 25 days annual leave plus Bank Holidays
- Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
- AXA employee discounts
- Gym benefits
To apply, click on the ‘apply for this job’ 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 ruth.tennant@axa-uk.co.uk.
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Who we are:
Proud to be part of the AXA Group, AXA – Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical check up to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 55 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East.
