Travel Customer Service Claims Handler

**Description**:
At AXA we share a common purpose; to act for human progress by protecting what matters. This makes it an exciting time to join the Travel department here at AXA Partners, with our significant investment planned to transform, deliver new digital services to our customers and streamline and automate our business processes. To help us build our capability, we are recruiting a number of **Travel Customer Service Claims Handlers**.

As a **Travel Customer Service Claims Handler** you’ll be an essential member of the team, helping our customers over the phone handling any query which comes your way. You’ll be responsible for the full end to end of customer management and claims assessments based on receiving claims enquiries, claims assessments and general enquiries via online, telephone and post. You’ll remain calm in the face of a challenge, making sure to pay attention to detail to ensure our systems are accurate and up to date at all times. If any issues do arise, you’ll make sure they are dealt with appropriately and promptly. Helping customers when they need us the most with a few challenging calls thrown in, no day at AXA is ever the same.

At AXA we’re 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. We have a number of **fully remote, 6 month fixed term contracts available**. AXA are proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re also happy to offer **hybrid working on a permanent basis** if this is suitable for you. This is a split between 2 days at home and 3 days in our **Redhill offices in Surrey** to give you that extra work life balance.

**Working Hours**: We're offering full and part-time hours

**Full time**: Monday to Friday, 9am - 5pm. No evenings, weekends or Bank holidays

**Part time**: We're flexible and willing to work around hours that suit you. Your hours will be worked out as a mutual agreement that suit you and the business needs. Please note, you will have to complete the training period as full-time hours, we're unable to offer training on a part-time basis.

**Salary**: £20,060 per annum

**Induction & Training**: You’ll receive 4 weeks of fully comprehensive training from our specialist trainers to set you up for success in your new role. Throughout your career with us, we’ll provide you with all the support and training necessary to enhance your professional development. We're open, supportive, challenging and empowering. We encourage our people to learn and grow their career in the direction that's right for them.

**What you’ll be doing**:

- Ensure the delivery of excellent customer service by providing relevant and accurate information to every customer based on your professional expertise and training.
- Use your initiative as well as information resources available to provide the best outcome for the customer.
- Answer calls adhering to standard response times whilst ensuring accurate and timely completion of case notes, logs and diaries for each customer.
- Telephone claim assessments whilst taking ownership and responsibility of customer enquiries politely and efficiently.
- Deliver full end to end customer claims assessments
- Manage and develop the internal and external relationships, which allow the claims function to operate efficiently
- Utilise strong attention to detail, remaining calm in the face of challenge to effectively help customers when they need us the most.
- To ensure that any complaints arising from processed claims are responded to promptly
- Maintain claims records and ensure the claims system is accurate and up to date at all times
- To ensure that claims are processed 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.

**Qualifications**:
**What you’ll need**:
**No experience required - **all we ask for is great customer service skills as customers are at the heart of what we do and if you're as passionate about helping customers as we are, you’re already one step closer.
- Excellent customer service skills.
- Excellent communication skills, both verbal and written.
- The ability to remain calm and pay attention to detail.
- Computer literate, Microsoft Office.
- Track record of achieving results in a fast paced, target driven environment.
- The sensitivity and empathy to deal with customers who may be distressed by their reasons for making an insurance claim.
- Insurance qualifications and/or experience of handling insurance claims would be an advantage.

**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