Damage Refund Claims Handler

Join Our Team as a Damage Refund Claims Handler - Make a Difference Every Day
Are you passionate about delivering outstanding customer service? Do you thrive in fast-paced environments where accuracy and empathy matter? If so, this is your chance to join a dedicated team supporting clients and customers across the UK and beyond, ensuring claims are handled smoothly and professionally.

Purpose of the Role

• AXA Assistance UK Ltd supports the needs of several hundred clients and several million of their customers in the UK and/or worldwide
• Monday - Friday days at home, 3 in the office
• Assistance centre employs professionals across a range of skills who all provide a high standard of customer service
• Assistance centre work to pre-determine service standards regarding call handling, quality and productivity
• Assistance centre support the brand of many major organisations within the UK and of AXA.

Our clients have service levels that must be maintained. In addition, the department has set itself high quality standards in terms of customer service. It is essential that standards and quality levels are not only maintained, but that they are also developed and best practice procedures are implemented and followed.

What You'll Be Doing
As a Damage Refund Claims Handler, you'll be at the heart of resolving damage claims efficiently and fairly. Your role is vital in providing a positive experience for our clients' customers, making sure every claim is processed accurately, promptly, and with care. Your main missions include:

• Managing claims from start to finish - reviewing documents, assessing cases, and ensuring all required information is obtained.
• Providing exceptional customer service - answering calls professionally, listening carefully, and exceeding expectations.
• Processing payments and case notes - ensuring all details are accurate and timely.
• Handling claims in accordance with policies and procedures - adhering to agreed terms and conditions.
• Supporting colleagues and team goals - collaborating effectively and sharing best practices.
• Managing high workloads during busy periods - staying organized and proactive.
• Resolving complaints efficiently - addressing issues fairly and in line with regulatory standards.
• Supporting other team functions when needed, including telesales and additional claims products.
• This role offers variety and the opportunity to develop your skills in a supportive, inclusive environment, with a focus on quality, customer care, and continuous improvement.

What You'll Bring
To succeed in this role, you'll need:

• Excellent communication skills - ability to listen, empathize, and articulate clearly.
• Strong organisational skills - capable of managing multiple tasks and deadlines.
• Attention to detail - ensuring accuracy in claims processing and documentation.
• A proactive attitude - taking initiative to solve problems and support your team.
• Resilience under pressure - maintaining professionalism during busy or challenging times.
• PC literacy - comfortable with standard software like Word and Excel.
• A customer-first mindset - committed to delivering high-quality service.
• Multi-lingual ability (desirable) - including French, Spanish, German, Italian, Dutch, or Portuguese.
• Experience in claims handling or customer service (desirable) - previous exposure is a plus.
• Ability to work independently within a flexible, agile environment.

Why join us?

• Be part of a reputable company supporting a diverse range of clients and customers.
• Enjoy a flexible work environment with a mix of office and home working.
• Contribute to a culture of integrity, accountability, and continuous learning.
• Develop your skills in a friendly, inclusive workplace that values your contribution.

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 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:

• GBP24,000-25,000 annual base salary
• 22 days rising to a maximum of 27 days (based on a 5 day week)
• Retail Discounts
• Company Shareplan /Scheme & Loan
• Cycle2Work Scheme
• Discounted Home Insurance
• Employee Assistance Scheme
• Discounted Gym Membership
• Free Financial Education/Pension Seminars

To apply, click on the 'apply' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response -

Who We Are
We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters.

Join a company that helps protect the forests At AXA Partners, we plant a tree for every new recruit (with a permanent contract)