Customer Service Agent

Join Us as a Customer Service Agent at AXA Partners! Make a real difference every day in a dynamic contact centre role where you'll support customers during their most critical moments. Ready to apply? Great! Next step is for you to upload a simple CV; it doesn't need to be perfect. We don't use this to assess your suitability-your potential matters most. Before the interview, you'll complete short assessments to showcase your strengths. This helps ensure the role is a good fit for you. You'll receive more details upon applying, and our team is here to support you." Please note that the target start date for this job will be either early May or early June 2026. Furthermore, shift work is a requirement for the role (Mon-Sun) (7am-9pm) incl. Bank Holidays. Shift allowance provided on top of basic starting salary. What you'll be doing: As a Customer Service Agent, you'll be the friendly voice and trusted advisor for customers seeking help with their motor breakdowns, home emergencies, or insurance claims. Your main mission is to provide a seamless, positive experience from the moment they reach out until their issue is resolved. Your responsibilities include:

• Managing claims from start to finish - assessing, processing, and closing claims efficiently and accurately.
• Supporting customers through challenging situations - listening empathetically, explaining next steps, and managing expectations.
• Maintaining clear and detailed records - ensuring all case notes, logs, and updates are accurate and timely.
• Responding promptly to calls and inquiries - adhering to response times and call handling protocols.
• Building strong relationships - liaising with colleagues, insurers, and external partners to resolve issues swiftly.
• Handling complaints professionally - ensuring customer concerns are addressed and resolved promptly.
• Working flexibly across shifts - including evenings, weekends, and bank holidays, with shift allowances provided.
• Using a variety of digital tools and software - including Avaya and CMS systems, to manage cases effectively.
• Supporting team efforts - assisting colleagues during busy periods and contributing to a positive team environment.
• This role offers a rewarding opportunity to support customers in urgent situations, making a real difference while developing your skills in a supportive, inclusive workplace.
  
  Excellent communication skills - able to listen, inform, and advise with empathy and clarity.
• Strong organisational skills - capable of managing multiple cases and priorities efficiently.
• Resilience and adaptability - comfortable working under pressure and handling challenging situations.
• Proficiency in digital platforms and software - including basic Microsoft Office skills.
• A customer-first mindset - committed to delivering high-quality service and exceeding expectations.
• Flexibility and team spirit - willing to work across different shifts and support colleagues.
• A suitable homeworking environment - free from distractions with reliable broadband.
• Desirable: Previous experience in a contact or claims centre, and multilingual skills (e.g., French, Spanish, German, Italian, Dutch, Portuguese) are a bonus.
  
  Be part of a global organisation that values diversity, inclusion, and professional growth.
• Be 60% office based in Redhill (RH1 1PR).
• Work in a supportive environment that encourages learning, development, and collaboration.
• Contribute to a team that makes a real difference in customers' lives every day.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom. What we offer At AXA Partners, 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:
• Starting salary of £24,000 (based on experience) plus up to 7.5% shift allowance: Total £25,800 (35 hours). Discretionary on target bonus amount of 5% basic salary
• 22 days rising to a maximum of 27 days (based on a 5 day week)
• Retail Discounts
• Company Shareplan /Scheme & Loan
• Cycle2Work Scheme
• Discounted Home Insurance
• Employee Assistance Scheme
• Dr@Hand
• Discounted Gym Membership
• Free Financial Education/Pension Seminars