Customer Service Advisor

London, London, gb
2019-04-26 12:47:13

To provide a service in the provision of motor breakdown services to customers and clients of AXA Assistance in the UK.  Liaising with our approved suppliers and contractors throughout the UK to find solutions that meet the customer demand and control job costs.  To be at the forefront of motor strategy initiatives, testing new services to support the business development. 


To Deliver High Quality Customer Service
  • Understand and use the necessary programmes, applications and IT software systems
  • Provide relevant and accurate information to every customer/partner on every call based on appropriate protocols, professional expertise and training.
  • Ability to use initiative as well as all information resources available to provide the best outcome for the customer whilst ensuring the job costs remain in line with business requirements and objectives

  • Ensure the customer expectations are managed on every case

  • To understand and apply the AXA Assistance UK complaints and compliments procedure

To Deliver an Efficient Service
  • Be proficient in all relevant IT applications / telephony to ensure case records are accurately maintained

  • Ensure deployments are managed accurately to avoid customer delays, seeking the best solution available

  • Pro-active case management of high cost claims, complex requirements and commercial recoveries

  • Answer calls adhering to standard response times protocols etc.

  • Accurate and timely completion of case notes/ logs / diaries for each customer

  • Ensure all parties relevant to the provision of effective assistance are correctly notified and updated on a regular basis

  • Process cases in accordance with department procedures and agreed authority levels

  • To drive revenue generation through the Pay on Use Service, Phone Fixing & other initiatives as required

To Work as an Effective Team Player
  • Understand and demonstrate the culture and values within AXA Assistance

  • To work closely with the Claims team to support International Motor during summer peak through Epangea

  • To ensure adherence to the daily task list
  • Be aware of the structure and work of other teams and function and look for ways to support colleagues

  • Build effective communication skills with colleagues and managers

  • Support call handling activity in other areas during times of high demand

  • Carry out any other tasks as agreed with line managers


Person specification:

Essential Criteria
  • Excellent customer service skills
  • Excellent communication skills
  • Willingness to take initiative to solve problems to ensure our customers are treated fairly

  • A proven ability to manage conflict and difficult customers

  • The ability to work under pressure and to customer deadlines

  • Excellent organisational and time management skills

  • To be a team worker
  • Flexibility
  • The ability to get things done / deliver results to agreed customer standards

  • Problem solving skills
Desirable Criteria
  • Previous experience of a Contact/Claims Centre environment/telephone based work
  • Experience of working within a team
  • Competency with and ability to use effectively standard software packages, including Word and Excel