Membership Customer Service Advisor
Description
Are you passionate about making a real difference and providing exceptional service? Do you want to be a valued member of a supportive team where your efforts truly count? Then AXA Health is the place for you!
We're now recruiting full-time, permanent Membership Customer Service Advisors in Tunbridge Wells and Bournemouth. In this vital role, you'll 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. If you're customer-focused, empathetic, and skilled at building rapport, this could be the perfect opportunity to grow your career while making a positive impact. Join us and help us put our members first.
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: 10th November 2025
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.
What you'll be doing:
• Handling calls and live chat from members, resolving queries and guiding them to ensure they receive the correct advice in line with their policy.
• Taking ownership of member interactions, investigating, and providing solutions to enquiries, or gathering information and escalating to the relevant business area or manager if required.
• Creating and maintaining accurate and appropriate records of customer interactions on systems.
• Understanding processes and procedures, ensuring all policy amendments fall within the terms of the membership agreement and referring to Underwriting if needed.
• Contributing to team targets, the Customer Charter and knowing how to deal with customer complaints.
• Developing and maintaining positive relationships with members, colleagues, and key stakeholders - creating a positive attitude of support, providing advice, guidance and sharing knowledge.
• Continually looking for ways to improve the service you provide, identifying any problems with processes, suggesting solutions, and developing knowledge of AXA's Private Medical Insurance products.
• Participating in meetings and business projects which impact Customer Services.
• Working flexibly within your skillset to move to/support other teams, multiskilling and taking on additional duties as required.
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:
• Recent experience in a customer facing role either in person or on the telephone is essential.
• Customer focused, with the ability to show empathy and build rapport.
• Sound listening skills with the ability to assess situations and conducting yourself in a professional manner.
• Ability to connect with a variety of people over the phone and in writing, problem-solving and decision-making skills with positive, can-do attitude.
• Highly organised with excellent attention to detail, capable of managing multiple tasks effectively and demonstrating resilience in a fast-paced environment.
• Ability to navigate complex and multiple IT applications.
• Team player with the ability to work under pressure to meet deadlines.
• Adaptable and flexible, a positive role model.
When applying to this role, we will ask you to complete several screening questions. Please ensure you answer these as they form part of our shortlisting process. If successful at application, you will be invited to attend a competency-based interview via Teams which will take place from 1st until 26th September.
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 starting salary of £24,665.
• 5% shift allowance.
• Annual company & performance-based bonus.
• Contributory pension scheme (up to 12% employer contributions).
• Life Assurance (up to 10 x annual salary).
• Private health cover.
• 25 days annual leave plus Bank Holidays.
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave.
• Wellbeing services & resources.
• AXA employee discounts.
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 laura.venables@axa-uk.co.uk.
#LI-Hybrid #FeelgoodHealth
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're transforming our business by developing easy, efficient, digital experiences for our customers. We're a collective of specialists passionate about helping our members flourish, whether that's individuals and families, small businesses or huge corporates.