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3 months ago
Location: UK
Job type: Permanent
Sector: B2C
Category: Marketing Executive

Are you naturally inquisitive? Are you passionate about delivering outstanding customer service?

Then we’re looking for you to join our team and be part of the #1 global insurance company.

What you'll be doing

We’ll invest time in your ongoing individual training and learning, giving you a level of independence and decision-making you may not have previously experienced in other jobs.

You’ll ensure customer complaints are recorded accurately, investigated and resolved within regulatory timescales. You will have a balanced view, seeing the needs of our customers alongside those of the business. With full responsibility for your own caseload, you’ll make use of your time management and prioritisation skills.

You’ll research customers' complaints, using a variety of different systems and tools (including Respond). Once you’ve reviewed all the information you’ve sourced, you’ll contact the customer with your decision.

Whilst most complaints we receive need a written response (to ensure we meet our regulatory requirements), you’ll have the opportunity to work in a way that best suits your individual skills and interests. For example, if you particularly enjoy speaking to customers, your job can be predominantly phones based. Likewise, if you prefer using your excellent written communication skills, your work can be focussed on writing emails and letters.

You’ll explain your decisions with clarity and confidence and be mindful that the customer is likely to be going through a difficult time in relation to their health or that of a family member.

You’ll support other teams in the business with coaching and advice on how to best help our customers with complex cases.

Your job is crucial to identifying areas of improvement too, allowing us to make and create a better experience for our customers.


Outstanding communication skills - You’ll demonstrate empathy and clearly communicate a lot of information either by letter or over the phone, without losing key messages.

(If your passion lies with written communication, attention to detail including excellent spelling, punctuation and grammar are critical).

• The ability to solve problems and make important choices

• Strong relationship management skills and ability to liaise confidently and clearly at all levels

(including CEO and Director)

• PC skills – experience of using multiple software applications in conjunction with one another

• Experience of working in insurance or other regulated financial services organisations would be beneficial

• Experience of regulated complaints handling would also be desirable

About AXA

With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.

But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Proud to be part of the AXA Group, the number one global insurance brand, a worldwide leader in financial services, AXA PPP healthcare is leading the way to better health. We’re one of the UK's largest and most experienced private medical insurance providers, and we’ve been helping people access the medical care they need, when and where they need it, for over 70 years now.

What We Offer

We’ll invest time in your ongoing individual training and learning, giving you a level of independence and decision-making you may not have previously experienced in other jobs.

It’s your chance to be part of company that put its customers at the heart of what we do and empowerment to make a difference in the service we provide to our customers.

Our working environment is about the people which make us one of the Best Big companies to work for in the UK (Sunday Times) as voted by our own people.

As you’d expect from a global leader, our reward package is a world-beater – here’s a small selection of our current benefits

• 25 days holiday each year (rising with length of service) – there’s also the flexibility to

buy up to 5 additional days or sell up to 3 days

• An annual bonus, based on performance

• Private medical insurance (after a qualifying period), pension scheme and life insurance

• Wide range of flexible benefit options

• Up to 35% discount on AXA products and access to a wide range of retail discounts

• Comprehensive training with on-going support and development opportunities

Additional information

You’ll be working a 37.5 hour week, on a variety of shifts to cover our team’s core hours of 8.00am – 5.30pm.

You’ll know your shift pattern 4 weeks in advance and will be flexible to support the needs of our customers.

We're an equal opportunities employer

Important notice: We’ve recently become aware of a recruitment scam in which candidates are asked to be interviewed on Google Hangouts. It is not our policy to conduct interviews via Google Hangouts (we much prefer face-to-face), so if you have been asked to do this, please let the recruitment team know and we’ll do our best to advise you. Likewise, if you’re unsure if the person you’re speaking to is genuinely an AXA recruiter or the job you’re ing for is legitimately from AXA, please get in touch and we can check for you. We cannot be held responsible for any interviews conducted without our knowledge and authorisation. If you’re unsure and would like some advice, feel free to get in touch with our recruitment team.

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