Membership Customer Service Advisor

At AXA Health, we're recruiting Membership Customer Service Advisors on a full-time permanent basis to join our dedicated teams in Tunbridge Wells and Bournemouth. You'll play a pivotal role in providing our members an excellent experience through effectively administering any changes to their private medical insurance policy. So, if you're customer focused and have the ability to show empathy and build rapport this could be the role for you! At AXA we work smart, 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. You'll work at least 40% of your week away from home, moving to the majority of your working week from September 2025. Away from home means either attendance at one of our office locations, visiting clients or attending industry events. Working Hours & Shift Pattern: Full time, 37.5 hours per week. Our shift patterns are designed to offer support to our members from 8am to 8pm Monday to Friday and 9am to 5pm on Saturdays. You'll work 7.5 hours per day on a 4-week rotating shift pattern. These shifts support today's varied lifestyles and will also earn you 5% shift allowance in addition to your basic salary. Induction & Training: Induction Date: 3rd February 2025. To help you settle into the team and to set you up for success in your new role, you'll attend a 6 week training and coaching programme, delivered by specialists trainers. During this period, you'll work core office hours. Providing a Career Development Framework that is reviewed with your manager, giving you clear career progression. Full training and support you need to make a difference, no matter the stage of your career. Once you're up to speed in your new job, there's also the chance to study for a professional Chartered Institute of Insurers (CII) qualification, paid for and supported by AXA. What you'll be doing:

• Handling calls from members, resolving queries and guiding them to ensure they receive the correct advice in line with their policy.
• Taking ownership of member interactions, investigating, and providing solutions to enquiries, or gathering information and escalating to the relevant business area or manager if required.
• Creating and maintaining accurate and appropriate records of customer interactions on systems.
• Understanding processes and procedures, ensuring all policy amendments fall within the terms of the membership agreement and referring to Underwriting if needed.
• Contributing to team targets, the Customer Charter and knowing how to deal with customer complaints.
• Developing and maintaining positive relationships with members, colleagues, and key stakeholders - creating a positive attitude of support, providing advice, guidance and sharing knowledge.
• Continually looking for ways to improve the service you provide, identifying any problems with processes, suggesting solutions, and developing knowledge of AXA's Private Medical Insurance products.
• Participating in meetings and business projects which impact Customer Services.
• Working flexibly within your skillset to move to/support other teams, multiskilling and taking on additional duties as required., We acknowledge and appreciate the exceptional efforts of our people in protecting what matters most to our customers. In exchange we offer a series of core and supporting benefits designed to empower our people to thrive both professionally and personally., We believe in hiring people who possess the appropriate skills and values that align with our vision. Our selection process is fair and equitable, ensuring that all candidates have an equal opportunity to join us. We are dedicated to promoting diversity and inclusion, and we actively encourage applications from individuals of all backgrounds. As an Equal Opportunities Employer, we take pride in treating our employees and potential hires with respect and without discrimination based on any Protected Characteristics., AXA UK are recognised as a Disability Confident Leader. We actively encourage applications from people who face barriers in the workplace due to a disability or long-term health condition. We participate in the Disability Confident 'Offer of Interview' scheme. This means a fair and proportionate number of candidates with long-term health conditions or disabilities who meet the essential criteria of a job, will be offered an interview.
• You'll need to show you meet the essential criteria as detailed in the job advert or job description
• You don't need to share the details of your long term health condition or disability for your application to be considered under this scheme
As part of your application, you'll be asked if you would like to 'opt in'. To ensure ease of access, every job advert lists a responsible Talent Acquisition contact, who'll be able to connect you with our Accessibility Concierge if you require any support. Screening & Conduct As a regulated financial services company, all successful candidates will be subject to pre-employment checks. Additionally, adherence to the Prudential Regulation Authority's (PRA) Insurance Conduct Standards and the Financial Conduct Authority's (FCA) Conduct Rules will be required., This depends on the location of the role, and what works best for you and the interviewer. We'll give you all the information you need to prepare for whichever format's used for your interview.I'm struggling to connect to my online interview, what should I do? Don't worry, we know these things happen. Get in touch with the person who arranged your interview, or the Talent Acquisition contact. One of the team will be able to help get the interview started or re-arrange it for a different time.How do I get feedback on my interview? Whenever possible, we'll call and provide feedback by phone. Sometimes, we'll need to provide feedback by email.How can I prepare for my interview? We'll send a candidate preparation pack before the interview to help you prepare.


• Experience in a customer facing role either in person or on the telephone is essential.
• Customer focused, with the ability to show empathy and build rapport.
• Sound listening skills with the ability to assess situations and conducting yourself in a professional manner.
• Ability to connect with a variety of people over the phone and in writing, problem-solving and decision-making skills with positive, can-do attitude.
• Well organised, play attention to detail with the ability to multi-task and show resilience.
• Ability to navigate complex and multiple IT applications.
• Team player with the ability to work under pressure to meet deadlines.
• Adaptable and flexible, a positive role model.
When applying to this role, we will ask you to complete several screening questions. Please ensure you answer these as they form part of our shortlisting process. If successful at application, you will be invited to attend a competency-based interview via Teams which will take place in January. As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom. This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

Are you looking for a role where you can make a difference to our business and the lives of our members? Do you want to be a truly valued member of a team? Then we at AXA Health would welcome you!, At AXA Health, we help our members be the best version of themselves by providing access to health and wellbeing support for mind and body. We're transforming our business by developing easy, efficient, digital experiences for our customers. We're a collective of specialists passionate about helping our members flourish, whether that's individuals and families, small businesses or huge corporates., At AXA we have a culture of trust, respect and care, where everyone belongs. We have an ambition to become one of the most inspiring companies to work for, as such we're committed to supporting employee needs, providing meaningful career development, and celebrating differences. We all have a role to play in ensuring a working environment in which everyone, regardless of who they are, can reach their true potential., At AXA we're committed to offering a fair and inclusive experience to all candidates. You're encouraged to report, in good faith, any concerns of behaviour or processes believed to be inappropriate, unethical, or illegal. Should you wish to report any concerns, you can do this through by sending an email to speak-up@axa.com, AXA's dedicated hotline. This service is managed by an independent investigation team. Please note that this email address is not for dealing with job or application related queries. Read more


• Competitive annual starting salary of £23,400.
• 5% shift allowance.
• Annual company & performance-based bonus.
• Contributory pension scheme (up to 12% employer contributions).
• Life Assurance (up to 10 x annual salary).
• 25 days annual leave plus Bank Holidays.
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave.
• AXA employee discounts.
• Gym benefits., When will I hear back from you after my interview?
We aim to provide feedback as soon as the interview process allows. The time period will vary depending on the role.How do I discuss the package I've been offered for a role? You can discuss the package with your Talent Acquisition contact at offer stage.Yay! I've got the role, what's next? We'll carry out a number of background checks before you start. This is known as 'screening'.Do you do any background checks? Yes. All financial services companies, including AXA, are regulated by the Financial Conduct Authority (FCA). Being part of a regulated industry means we must check the background of all applicants before we confirm a job offer. Pre-employment screening is not just regulatory, it also gives us the confidence that our people are the right fit to protect what matters to customers, colleagues, and our business.
• Who is screened? Everyone, from first-jobbers to senior directors! Often, the higher up the career ladder you are, the more stringent the screening becomes.
• What is screened? Identity and address; qualifications; employment history; credit check; criminal record; directorships.
If you think anything may affect these checks, please tell us.What benefits or perks do you offer? At AXA, we appreciate the people who work for us and regularly review our rewards package to reflect that. The advert for the role you're interested in will detail what you can expect to receive, but you can see an overview of our benefits and perks on our Why Join Us page.Does AXA offer car allowance or a company car? This depends on the grade, role, and eligibility of the employee. Check the benefits listed on the ad for the role you're interested in or confirm with your recruitment contact.