Health Insurance Customer Advisor

Are you ready to make a difference in customer service? Join AXA Health in Tunbridge Wells as a Health Insurance Customer Advisor, where you’ll play a key role in delivering an exceptional member experience through effective administration management. In this role, you’ll consistently meet performance targets in productivity, accuracy, and quality while adhering to FCA regulations and data protection standards. You’ll engage with members empathetically, taking ownership of their inquiries and providing timely solutions. By maintaining accurate records and fostering relationships with both members and stakeholders, you’ll help create a supportive environment that encourages continuous improvement. If you're eager to contribute to a team that values collaboration and excellence, we would love to hear from 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 spend the majority of your working week away from home. 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 over 5 days, Monday to Saturday, with shifts between 8am and 8pm on weekdays and 8am to 5pm on Saturdays. We have a rotating shift pattern that includes Saturdays and Bank Holidays. You’ll earn a 5% shift allowance in addition to your basic salary.

Induction & Training:

Induction Date: 21st August 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 virtually by specialist trainers. During this time, you’ll work Monday to Friday 9am to 5pm, and you’ll need to be able to commit to full attendance.

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:

• Meet performance targets in productivity, accuracy, and quality while adhering to FCA, data protection, and regulatory standards.
• Provide positive and empathetic member interactions, proactively resolving queries for an excellent service experience.
• Take ownership of member interactions by investigating issues, providing solutions, and escalating as needed.
• Maintain accurate records of member interactions within AXA Health Systems.
• Understand team processes and contribute to targets while effectively managing member complaints.
• Build sound relationships with members and stakeholders, fostering a collaborative team environment.
• Seek opportunities for service improvement and expand knowledge of Private Medical Insurance products.
• Participate in department meetings and mandatory coaching to enhance skills and support team initiatives.

Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply.

We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply.

What you’ll bring:

• Previous experience in a customer facing and administrative role is essential.
• Customer-focused, showing empathy and building rapport.
• Good listening skills with the ability to assess situations and act professionally.
• Able to connect with different people over the phone and in writing, with sound problem-solving and decision-making skills and a positive attitude.
• Adaptable and flexible, serving as a positive role model.
• Well-organised and detail-oriented, capable of multitasking and demonstrating resilience.
• Comfortable navigating various IT applications.
• Team player who can work under pressure to meet deadlines.
• Familiar with FCA requirements and Consumer Duty would be advantageous.

If successful at application, you’ll be invited to attend a virtual competency-based interview, scheduled between 30th June and 14th July.

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.

What we offer:

At AXA UK, 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:

• Competitive annual starting salary of £24,665.
• 5% shift allowance.
• Annual company & performance-based bonus.
• Contributory pension scheme (up to 12% employer contributions).
• Life Assurance (up to 10 x annual salary).
• Private health cover.
• 25 days annual leave plus Bank Holidays.
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave.
• Wellbeing services & resources.
• AXA employee discounts.

To apply, click on the ‘apply for this job’ 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, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to laura.venables@axa-uk.co.uk.

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Who we are:

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.