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Customer Assistance Co-ordinator

3 months ago


Redhill, United Kingdom AXA Partners Full time

**Position Title**:Customer Assistance Co-ordinator**
**Department**: Travel Operations
**Location**: Redhill (Hybrid - Minimum of 2 days in the office)
**Tenure**: 6 Months Fixed Term Contract
**Salary**: £21,870 + 10% shift allowance
**Start Date**: 15th July 2024
**Working Hours**: Our Customer Assistance Co-ordinators work 4 days on, 4 days off for the total of 35 hours per week between 7am - 9pm and will include Saturdays, Sundays, and bank holidays.
**Induction & Training**: We’re offering 4.5 weeks fully comprehensive training for this role. It’s important to us that we give you all the material and knowledge needed to succeed in this role. Please note, there is no time off allowed during the training period.

AXA Partners is currently seeking a Customer Assistance Co-ordinator to join our vibrant office in Redhill in Surrey. As a Customer Assistance Co-ordinator, you will play a crucial role in responding to emergency calls, assessing customers' needs, and coordinating with the medical team to provide appropriate assistance. This includes arranging emergency evacuations and repatriations globally within the terms and conditions of the insurance policy. You will be part of a fast-paced environment, working as part of a team supporting our customers globally.

**Key Responsibilities**:

- Deliver excellent customer service to clients in need of emergency assistance
- Make decisions within the terms and conditions of the policy wording
- Contribute towards the department's KPI’s/SLA’s
- Exercise cost control and awareness of insurance terms & conditions for AXA clients
- Provide medical assistance & advice to customers/partners of AXA Assistance anywhere in the world

**Your Profile**
*
Skills and Experience:*
- The sensitivity and empathy to deal with distressed customers
- Excellent communication skills, both verbal and written
- Excellent customer service skills
- Willingness to take initiative and use judgment to solve problems and case work
- Excellent organisational and time management skills
- Flexibility due to shift patterns and business requirements
- Additional language(s) - Desirable but not essential
- Computer literate (MS Office)

**Education, Professional Qualifications and Experience**:

- Excellent standard of written English and Mathematics
- Good understanding of insurance principles and policy interpretation

If you are ready to take on this challenging and rewarding role, and meet the qualifications outlined above, we encourage you to apply. Join us in enriching our customers' experience and making a positive impact globally.

*
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 mission: Empower people to live a better life.

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*
By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.

Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.

**Job Types**: Full-time, Contract

Pay: £21,870.00 per year

Work Location: Hybrid remote in Redhill, RH1 1PR