Customer Support Advisor Redhill, South West England, England
Job description
Looking for a new fast-paced role within a Global Organisation? Look no further!
AXA Partners are currently recruiting for Customer Support Advisors to join our Customer Support Team. As a Customer Support Advisor, you’ll be part of the Motor Breakdown team, who are there to support our customer and clients during their time of need.
You’ll be liaising with a number of external and internal stakeholders such as our approved suppliers and contractors to find solutions that meet the customer needs, making sure all parties are kept fully up to date, using your initiative as well as all information resources available to provide the best outcome for the customer whilst ensuring the customer expectations are managed on every case.
You will be at the forefront of motor strategy initiatives and testing new services to support the business development.
We're happy to be able to offer this position on a hybrid working contract, with your time split between 2 days in our Redhill office and 3 days working from home to give you that extra work/life balance.
Salary: £21,573 per annum plus an additional 7.5% shift allowance.
Working Hours: You’ll be working a 35-hour week rotational shift pattern. Our phonelines are open from 7am to 9pm, Monday to Sunday, including bank holidays.
What You'll Be Doing:
- To understand and apply the AXA Assistance UK key policies to handling our customer queries and concerns, identifying and supporting customer vulnerability as well as adherence to our complaints and compliments procedure
- To act as the voice of the customer to champion ideas and initiatives that would improve the customer experience and deliver operational efficiencies
- Ensure deployments are managed accurately to avoid customer delays, seeking the best solution available ensuring that accurate and timely completion of case notes /logs are completed
- Support our customers by ensuring you answer calls and process cases are in accordance with department procedures and agreed authority levels
- To work closely with other operational teams and support during peak / surge events as required in line with your skill sets.
- Support your colleagues, customer and business to carry out other tasks as requested by your line managers
Your Profile
- Excellent customer service skills
- Ability to mange conflict and difficult customers
- Excellent interpersonal and organisational skills
- High level time management skills
- Exceptional communication ability, capable of influencing and asserting opinion at all levels
- Ability to demonstrate a highly professional work ethic
- A high degree of drive and commitment is a must in this challenging role, together with a positive can-do attitude
- Demonstrable commitment to continued career development.
Desirable
- Previous experience of a Contact/Claims Centre environment/telephone-based work
- Competency with and ability to use effectively standard software packages, including Word and Excel
About AXA
AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.
Our values: Customer First, Courage, Integrity and One AXA.
About the Entity
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.
Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
What We Offer
One of the best things about joining AXA is our rewards package. At AXA Partners, 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:
- Group Personal Pension Plan
- Annual company & performance-based bonus
- Life Assurance (4x salary)
- Free staff travel insurance from your first day!
- 22 days holiday, rising to 27 days with service
- AXA employee discounts
- Private Healthcare, Home & Motor emergency cover and much more
Our ambition is to become one of the most inspiring companies to work for, as such we’re committed to supporting employee needs, providing meaningful career development, and celebrating differences.
We’re committed to providing equal opportunities for all; therefore, we welcome and encourage applications from people of all backgrounds.
If you’d like to discuss this role further, please send an email to [email protected].
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