Customer Relations Executive

2 weeks ago

Royal Tunbridge Wells, United Kingdom AXA UK Full time

**About the role**:
We have several exciting opportunities to join our supportive and dedicated Customer Relations teams based in our Glasgow, Bournemouth or Ipswich offices. Working within our Customer Relations Department, you'll support customers and clients of AXA Health ensuring everyone receives a personalised experience.

Joining us as a Customer Relations Executive, you'll be an essential member of the team dealing with your own portfolio of complaint cases, communicating confidently and effectively over the phone, sometimes in challenging circumstances and always in a friendly, empathetic and professional way. You'll have excellent communication skills and be able to provide written responses with the ability to build great relationships based on integrity and trust. We always put the customer first in everything we do, so we want individuals to come and join us who strive to go the extra mile for them.

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 one of our chosen office locations.

**Working Hours & Shift Pattern**:Full time, 37.5 hours per week, Monday to Friday between the hours of 9.00am and 5.30pm.

**Induction & Training**:
**Induction Date**: 12th February 2024

You'll receive a comprehensive induction lasting four weeks from our specialist trainers to set you up for success in your new role. Because we want to ensure you receive as much support as possible, we are unable to accommodate any holiday during the first four weeks until training is fully completed. Our training doesn't end there as you'll be supported by our development team as you continue to develop your skills in handling different types of complaints.

**What you'll be doing**:

- Engaging with customers to understand their complaints and concerns, involving making calls to customers at different stages of your investigation including the resolution of their complaint.
- Taking full ownership for your case load and ensuring deadlines are met.
- Carrying out a full review of all aspects of customer concerns in line with company policy and FCA guidelines.
- Using your own initiative to solve problems and make important choices.
- Liaising with internal departments to gather information and identify opportunities for continuous improvement.
- Ensuring complaints are recorded accurately, investigated and resolved within regulatory timescales.

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

- Previous experience of complaints handling.
- Attention to detail & an inquisitive mind are key in this role.
- Strong communication skills and experience with handling challenging calls and providing a verbal resolution; remaining calm and focused at all times.
- You’ll be a great listener and able to weigh up the needs of the customer and also the business.
- You’ll have a natural talent for connecting with people, quick problem-solving ability and a positive, can-do attitude.
- Strong relationship management skills and ability to liaise confidently and clearly at all levels.

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 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 salary starting from £24,300 dependent on experience
- Annual company & performance-based bonus
- Contributory pension scheme (up to 12% employer contributions)
- Life Assurance (up to 10 x annual salary)
- 25 days annual leave plus Bank Holidays
- Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
- AXA employee discounts
- Gym benefits

LI-Hybrid

**About AXA**:
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.

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