Dedicated Care Customer Service Representative

2 weeks ago


Royal Tunbridge Wells, United Kingdom AXA UK Full time

**About the role**:
We're recruiting for a Personal Adviser to join our Dedicated Care Team within AGH.This is a fantastic opportunity to join a team who support members throughout the world with their medical claims journey. Our team deal with Dedicated Servicing for our Customers going through Cancer, Psychiatric, Maternity and Inpatient treatment and provide technical and emotional support to our members. The team build up great relationships with our members and support them throughout a time where they are at their most vulnerable.

This is an exciting time to join the Dedicated Care Team as we are currently expanding our Case Management proposition and will give you the opportunity to be part of these changes. Our ambition in AGH is to double in size over the next 3 years and we're committed to supporting a new vision that truly aligns our future with our customers. We aim to become a bigger player in the global marketplace and as such, are placing people and 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 our Tunbridge Wells office

**Salary**: Up to £25,500 + a shift allowance of up to 10% depending on the shifts agreed.

**Shift Options**:Between 6am -10pm Monday
- Sunday. 7.5 hours per day for full time employees.

**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
- Using 360 Case Management methodology to support our customers and providers throughout their claims journey
- Working with Providers and Third-Party Offices to ensure cover is guaranteed and costs negotiated
- Ensuring accurate and timely completion of documentation and follow up of cases
- Remaining calm and resilient in the face of challenge to effectively help our customers when they need us the most
- Supporting other areas of the Contact Centre when required

**About you**:
**What we're looking for**:

- Demonstrable Customer Service experience
- Experience using your own initiative and taking of ownership to resolve complex queries
- A confident decision maker with a positive approach to everything you do
- Ability to demonstrate empathy, resilience and to work under pressure and meet deadlines
- Highly customer focused and organised with strong attention to detail
- Excellent verbal and written communication skills

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

**What we offer**:
At AXA Global Healthcare, 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 & shift allowances
- Annual company & performance-based bonus
- Contributory pension scheme (up to 12% employer contributions)
- Life Assurance (up to 10 x annual salary)
- Holiday starting from 25 days annual leave plus Bank Holidays (in lieu)
- Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
- Tax free remote working allowance
- AXA employee discounts
- Gym benefits

**About AXA**:
With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.

But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things - nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Every large company today talks about supporting diversity and inclusion. But at AXA, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone - regardless of difference.

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 checkup 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.



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