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 Global Healthcare offers global healthcare support and protection to individuals and businesses in more than 200 countries, building on over 55 years of experience through its international hubs.

Job overview:

Are you passionate about making a difference through outstanding customer service? Want to be part of an award-winning company that truly values its people? If you have experience in customer service and thrive in a fast-paced, dynamic environment, this is your chance!

AXA Global Healthcare is now hiring Customer Service Associates for full-time, permanent roles in Tunbridge Wells. Join our dedicated team and support customers around the world 24/7, helping them navigate their medical claims with care, professionalism, and a personal touch. This is more than just a job — it’s an opportunity to grow, impact lives, and be part of a company that puts its people first! A high percentage of calls will be conducted in English; therefore, you’ll need to be fluent in both English and one of the following: French, German, Italian, Spanish, Cantonese, or Mandarin.

Key responsibilities:

Using your language skills to ensure 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.
Remaining calm in the face of challenge to effectively help our customers when they need us the most.

Work arrangements:

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. After your training period, 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 the office, visiting clients or attending industry events.

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 and will earn you 20% shift allowance in addition to your basic salary.

For example:

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: 1^st June 2026

To help you settle into the team and to set you up for success in your new role, you’ll attend a 10-week training and coaching programme, delivered by specialists in the Tunbridge Wells office. During this time, you’ll work Monday to Friday 9am to 5pm, and you’ll need to be able to commit to full attendance.

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:

Fluent in both spoken and written English, as well as French, German, Italian, Spanish, Cantonese, or Mandarin.
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.

The first stage of the interview process is a virtual telephone role play, which will take place up to the 10^th April. If successful, you will be invited to an assessment day at our Tunbridge Wells office, scheduled to place week commencing 13^th and 20^th April.

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 laura.venables@axa-uk.co.uk.

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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