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Hybrid Customer Service Advisor

4 months ago

Redhill, United Kingdom Accord for Resource Solutions (GSC) Full time

Hybrid Customer Service Representative - Travel Team £13.45inc Holidays

Hours: Monday to Friday 9am - 5pm

Training: 2 Weeks training will be delivered by the training development team at AXA

Start dates: March 27th 2023 TBC

Contract Length: 3 Months with potential to be extended

Handling Inbound calls, interacting with members & providing information on their travel insurance benefits & services is the core elements and purpose of this role. You will be expected to provide clear and accurate advice to customers with regards to their travel policies in the UK, or membership of global card brands and products. Flexibility is key in this role as you will be required to support areas of the business as & when this is required, using multiple Microsoft software packages and internal AXA systems, therefore you must have great IT/computer skills and be comfortable working with more than one at the same time.

Individual Duties & Responsibilities:

- Support and deliver customer servicing via call answering and handling general enquiry 'what if' calls.
- Promote the best image of the company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures. Maintain the highest level of personal conduct.
- To ensure that any complaints arising from advice given is responded to promptly
- Maintain claims records and ensure the claims system is accurate and up to date at all times
- To ensure that advice is in accordance with company policy, settled in accordance with insurer’s
- Liability and all decisions communicated to the insured’s effectively with a copy retained on file.

Senior Managers & Certification Regime

The aim of the Senior Managers and Certification Regime (SM&CR) is to reduce harm to consumers and strengthen market integrity by making individuals more accountable for their conduct and competence. The SM&CR is a catalyst for change, an opportunity to establish healthy cultures and effective governance in firms by encouraging greater individual accountability and setting a new standard of personal conduct.

As part of this, the SM&CR aims to:

- encourage a culture of staff at all levels taking personal responsibility for their actions
- make sure firms and staff clearly understand and can demonstrate where responsibility lies

1. You must act with integrity

2. You must act with due care, skill and diligence

3. You must be open and cooperative with the FCA, the PRA and other regulators

4. You must pay due regard to the interests of customers and treat them fairly

**Job Types**: Full-time, Temporary contract
Contract length: 3 months

**Salary**: £12.00-£13.00 per hour

**Benefits**:

- Work from home

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Work Location: Hybrid remote in Redhill