Travel Claims Handler

What you’ll be doing:

You will be responsible for assessing claims in a proactive manner and providing technical claims advice in accordance with the applicable policy terms of each contract. Take personal ownership for the quality of allocated work, and the advice given to members of the public and intermediaries, ensuring the quality of call handling is in accordance with AXA Assistance service delivery standards. The role will require a certain level of technical claims knowledge and a calm, polite and assured telephone manner

Individual Responsibilities:

• Build and maintain professional relationships to ensure efficient claims processing.
• Represent the company positively through professional appearance, conduct, and adherence to standards.
• Respond promptly to customer complaints and inquiries, ensuring polite and efficient communication.
• Keep the claims system accurate and up-to-date, updating notes after every call.
• Process priority claims accurately, thoroughly investigate to minimize fraud risk, and settle claims per policy and insurer liability.
• Act quickly on recoveries using all available channels.

Customer Service Delivery:

• Use relevant IT systems and tools effectively.
• Provide accurate, clear information to customers and partners, exceeding expectations.
• Know when to escalate issues to colleagues or managers.
• Follow procedures for handling complaints and compliments.

Service Efficiency:

• Maintain accurate case records and logs.
• Respond to calls within response time standards, especially during busy periods.
• Process claims according to department policies and authority levels.

Teamwork:

• Embrace AXA’s culture and values.
• Understand other teams’ roles and collaborate proactively.
• Organize daily tasks, support colleagues, and share workload during high demand.
• Communicate effectively with colleagues and managers.
• Perform any additional tasks as directed by the line manager.

​What you’ll bring:

• Excellent oral, written and numeric skills.
• CIP qualified or undertaking a course of study toward CIP accreditation.
• A good level of technical understanding in relevant area(s) is necessary.
• Previous experience within a call centre and/or across different shift patterns is desirable, but not essential
• An excellent communicator, capable of influencing and asserting opinion at all levels
• Ability to demonstrate a highly professional work ethic
• A high degree of drive and commitment is a must in this challenging role

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:

• Annual base salary 
• Annual company & performance based bonus
• Group Personal Pension Plan
• Life assurance
• Health Care Subsidy
• 22 days annual leave, rising to 27 days with service
• AXA Employee Discounts 
• Education Support and learning opportunities