International Customer Service Representative - Language Speaker


Sep 6th, 2022
£ 21,172 - 24,922 / Year
Plus de 33 000 collaborateurs d’AXA en France ont pour métier la protection financière. Ils offrent à nos 9 millions de clients - particuliers, professionnels, petites, moyennes ou grandes entreprises - des réponses appropriées pour :

- l’assurance de leurs biens et de leurs dépenses de santé et de prévoyance,

- leur protection, celle de leurs proches ou de leurs activités,

- l’assistance et la protection juridique,

- l’épargne et la banque,

- la gestion et la transmission de leur patrimoine.
313 Terrasses de l'Arche, 92000 Nanterre


We’re recruiting a new team of Language Speaking Customer Service Advisors to be available to our global customers and providers and to give accurate and efficient support and service throughout their medical claims journey. A high percentage of calls will be conducted in English. Therefore, we’re seeking candidates fluent in English and one of the following languages: German, French, Spanish, Portuguese, Italian, Greek, Mandarin or Cantonese.

In this rewarding, varied and fast paced Customer Service Advisor role you’ll be supporting our global customers throughout their medical claims journey. The journey starts with determining the eligibility of the claim, which sometimes requiring assistance from departments throughout the business and communicating back to the customer with first contact resolution in mind. You’ll liaise with other departments in the business and gather information to assess whether a claim is eligible. No two phone calls are the same. Examples could include customers asking us about a claim or wanting to authorise their medical treatment.

At AXA we’re adopting a Hybrid way of working, empowering our people to balance their time between home and our Tunbridge Wells office in a way that works best for them, their team and our customers.

Salary:£21,172 – £24,922 + shift allowance

What you’ll be doing:

  • Ensure the delivery of excellent customer service by providing relevant and accurate information to every customer based on your professional expertise and training.
  • Use your initiative as well as information resources available to provide the best outcome for the customer.
  • Answer calls adhering to standard response times whilst ensuring accurate and timely completion of case notes, logs and diaries for each customer.
  • Utilise strong attention to detail, remaining calm in the face of challenge to effectively help customers when they need us the most.

Working Hours & Shift Pattern:

Our team works on a shift pattern basis which will involve a blend of day and night shift working including weekends (1 in 4), to offer our members 24-hour support. You’ll be able to choose from the following full time hours and in return you’ll receive a generous shift allowance:

  • Shift work, between 6am – 10pm including overnight hours, 10pm – 6am (20% shift allowance)
  • Shift work, between 6am – 10pm (10% shift allowance)
  • Shift work, between 8am-8pm (5% shift allowance)
  • Fixed shifts, between 8am – 8pm (no shift allowance)

At AXA Global Healthcare, we understand the importance of a work-life balance, so you’ll know your shift pattern well in advance. Once you complete your induction training you’ll be offered to split your time working from home or our Tunbridge Wells office.

Training & Induction:

Induction Date: 26th September 2022

To help you settle into the team we hold a 9 week induction & training programme, delivered by specialist trainers to set you up for success in your new role. This is onsite in the Tunbridge Wells office, and during this time your working hours will be 9am – 5pm. This comprehensive training programme covers medical terminology, how to use our bespoke computer systems and our policies. During this time, you’ll also take your first customer phone calls, with full support of our expert training team.


  • As the customer is at the heart of everything we do, we’re looking for positive individuals who are highly customer-oriented, previous customer service experience would be advantageous, but is not essential.
  • Highly customer focused, organised with strong attention to detail.
  • You’ll be an excellent communicator, with the ability to demonstrate empathy.
  • Confident in making decisions and a positive approach to everything you do.
  • Ability to use own initiative and take ownership to resolve complex member queries.
  • Resilience and ability to work under pressure and meet deadlines.
  • Ability to navigate complex, multiple IT applications at one time.

As a precondition of employment for this role, you must be eligible and authorized to work in the United Kingdom.

What we offer

One of the best things about joining AXA Global Healthcare is our rewards package, 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 salary, language & shift allowances
  • Annual company & performance-based bonus
  • Contributory pension scheme (up to 12% employer contributions)
  • Life Assurance (up to 10 x annual salary)
  • Holiday starting from 23 days annual leave plus Bank Holidays
  • Opportunity to buy up to 5 extra days leave or sell up to 3 days leave
  • AXA employee discounts
  • Gym benefits

Our ambition is 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 understand that everyone has individual work and home life responsibilities, therefore we’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. As a regulated financial services company, all successful candidates will be subject to preemployment checks. We’re committed to providing equal opportunities for all, therefore we welcome and encourage applications from people of all backgrounds. As a disability confident employer, we’re pleased to offer our support and access to the AXA Accessibility Concierge should you require an alternative method of applying or any reasonable adjustments to be made during the recruitment process.

To apply, click ‘Apply Now’ and you’ll be able to upload your profile/CV from there. If you’d like to discuss this role further or would like to engage with our Accessibility Concierge, please send an email to [email protected]

#LI-Hybrid #Health1

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.

Every large company today talks about supporting diversity and inclusion. But at AXA, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.

At AXA Global Healthcare we share a common purpose; to act for human progress by protecting what matters. We rely on people, just like you, to make this a reality. We thrive on helping you become the best version on yourself. Throughout your career with us, we’ll provide you with all the support and training necessary to enhance your professional development. Our success is based on the talent, courage and resilience of our people. That’s why we are open, supportive, challenging and empowering. We will encourage you to learn and grow your career in the direction that’s right for you.

If you require alternative methods of application or screening, you must approach AXA directly to request this, as we're not responsible for the employer's application process.

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