Motor Claims Handler

About AXA:

AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.

AXA Retail helps people get back to the good stuff with quick, fuss-free home and car insurance and brilliant customer service.

Job overview:

Joining us as a Motor Claims Handler, you’ll be the first point of contact for our customers who have been involved in a motor incident. Your priority will be to ensure our customers are okay. Following this, you’ll proactively record their claim in accordance with our concepts and procedures. You’ll have strong communication skills, with the ability to build great relationships based on integrity and trust. We take pride in our work and our purpose is to make our customers lives easier by logging the claim right the first time.

Key responsibilities:

• Handle First Notification of Loss (FNOL) and Third Party First Report (TPFR) calls.
• Make each customer feel valued and supported by providing personalised, accurate information based on your expertise.
• Take proactive steps and use available resources to achieve the best outcome for each customer, including making outbound calls to improve their experience.
• Maintain strong relationships with Motor Partners to enhance the customer journey.
• Stay informed about updates through communication channels to provide current and accurate information to customers.
• Respond promptly to calls, whilst maintaining a strong focus on accuracy and attention to detail, along with timely ensuring precise and timely case notes, logs and diaries are completed.
• Remain calm and focused during challenging situations to effectively support customers when they need it most.

Work arrangements:

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 two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending our Middlesbrough office. We’re also happy to consider flexible working arrangements, which you can discuss with one of our Talent Partners.

Working Hours & Shift Pattern:

You’ll work full time, 37.5 hours per week over 5 days, Monday to Friday between the hours of 9am and 5:30pm.

Induction & Training

Induction Date: 5th May 2026

You’ll receive a comprehensive induction to set you up for success in your new role. Our market leading 8-week training programme will be office-based and delivered by one of our specialist trainers. Once you demonstrate competency in your role, you’ll then transition to a hybrid working model spending the majority of your time in the office. You’ll also have opportunities for salary increases upon becoming effective at your role and after 12-months of service.

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.

Your skills & experience:

No previous experience is required! If you come from a customer facing role, hospitality or retail background and want to explore a new sector, this could be a great opportunity for a career change.

• We’ll provide all the technology and training, and in return we ask you to bring your enthusiasm, passion for customer service.
• You’ll have a natural talent for connecting with people, quick problem-solving ability and positive, can-do attitude.
• You’re a great listener, confident communicating over the phone, email and responding to letters.
• Passionate about working as part of a collaborative team.
• You’ll be able to adapt to change.

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.

How to apply:

To apply, click on the ‘apply now’ 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 AXA.retail@reed.com.

We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.

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