Customer Service Advisor

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.

Are you passionate about helping people and providing exceptional customer service? We’re looking for motivated and compassionate Customer Service Advisors to join our team in Bournemouth, supporting our valued customers throughout the claims process. You’ll be the friendly, knowledgeable point of contact, guiding customers with professionalism and care to ensure their experience is smooth, transparent, and positive from start to finish.

If you’re a proactive communicator with excellent listening skills, a keen eye for detail, and a strong commitment to delivering excellence, we want to hear from you!

• Handle incoming calls, Live chat and written communication from AXA Health customers to ensure they receive the correct advice in line with their policy.
• Offer clear explanations of claim and service processes, coverage details, and next steps to ensure customers understand their options.
• Use empathy and active listening skills to provide reassurance and build trust with customers during challenging times.
• Creating and maintaining accurate and appropriate records of customer interactions on systems.
• Continuously update your knowledge of policies, procedures, and medical claims processes to provide accurate and helpful advice.
• Prioritise the customer’s best interests by considering their specific circumstances and needs in every interaction.
• Working flexibly within your skillset to move to/support other teams, multiskilling and taking on additional duties as required.

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. Once competent in the role, 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.

You’ll work full time, 37.5 hours per week over 5 days. Our phone lines are open 8am-8pm Monday to Friday, and 9am-5pm Saturdays and Bank Holidays. You’ll work on a rotational shift basis, including 1 Saturday every 4 weeks which is compensated you for this with a generous shift allowance. We championwellbeing and a work life balance, you’ll know well in advance the shift patterns you’ll be working each week, so you can plan around your hours.

Induction Date: 2nd July

You’ll receive a comprehensive onsite induction from our specialist trainers to set you up for success in your new role. You’ll join a training programme, working between the office and home to ensure you’re fully supported in your new role. Training will be a mix of office based and virtual with the first week office based, followed by the remainder of the training 2 days in office and 3 days from home.

You’ll follow a Development Framework that is reviewed every six months for two years 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.

• Previous customer service experience (via telephone or face to face) is essential.
• Previous experience working in insurance or financial services would be advantageous.
• Excellent organisation and time management skills, you'll be comfortable managing multiple priorities.
• Excellent written and verbal communication skills.
• Good interpersonal skills and customer service orientation.
• Problem solving abilities and analytical thinking.
• Ability to handle sensitive information confidentially.
• Proficiency with computers and common office software (e.g. MS Office).

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics.