Customer Service Representative

About AXA:

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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.

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

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Job overview:

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We’re excited to announce fantastic full-time permanent opportunities for Customer Service Representatives to join our team in Middlesbrough. In this role, you’ll help maintain and grow the AXA Retail Account by managing customer enquiries and providing effective solutions. Your contributions will drive Gross Written Premium (GWP) targets and improve customer satisfaction in a fast-paced environment. You’ll manage both inbound and outbound customer interactions across various departments, process transactions accurately, and resolve queries quickly while providing clear, helpful information. If you're eager to make a difference and work in a dynamic team, we’d love to hear from you!

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Key responsibilities:

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• Process transactions accurately and efficiently across various functions, meeting service level agreements.
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• Resolve customer queries quickly, aiming for first call resolution when possible.
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• Provide customers with the information they need to make informed decisions.
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• Identify opportunities to introduce products based on customer needs.
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• Keep up to date with product knowledge across all departments and apply it as needed.
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• Understand key operational activities and processes, such as Quality and Underwriting.
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• Follow work schedules to meet service level targets.
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Work arrangements:

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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. After your training period, 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 the office, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

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Working hours & shift pattern:

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After your training period you’ll work full-time, 37.5 hours a week over 5 days, Monday to Saturday. Shifts run between 8am-8pm on weekdays and 9am-5pm on Saturdays. It’s a rotating schedule, so you’ll only work one Saturday in every four.

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Induction & training:

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Induction Date: 5th October 2026

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To help you settle into the team and set you up for success in your new role, you’ll be enrolled in our training and coaching programme. For your first two weeks, you’ll receive onsite training. After that, your training will include a mix of office and home days. Once this initial training is complete, you’ll join our training academy for 3 weeks, which will be based in the office. During this period, you’ll work Monday to Friday, from 9am to 5pm.

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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.

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Your skills & experience:

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• Previous experience in a customer facing role is essential.
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• Customer-focused with a genuine desire to deliver excellence.
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• Ability to connect with different people over the phone and in writing, with sound problem-solving and decision-making skills and a positive attitude.
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• Proven track record of multitasking with the ability to work under pressure in a flexible way and show resilience.
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• Comfortable navigating various IT applications.
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As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

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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.

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How to apply:

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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.

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