Mental Health Executive - Royal Tunbridge Wells, United Kingdom - Axa

Axa
Axa
Verified Company
Royal Tunbridge Wells, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

Description:


It's an exciting time at AXA Health, with significant investment planned to transform, deliver new digital services to our customers and streamline and automate our business processes.

As part of this, we're looking for talented individuals to join our Mental Health Support Team on a permanent basis, with both full time and part time hours available.


Are you someone with a passion for health and wellbeing? Do you have a "Know You Can" mindset? As a Mental Health Executive, supporting some of our more vulnerable members, you'll need to demonstrate empathy, care and great listening and communication skills to guide our members through their claims experience efficiently.


We're adopting a Hybrid way of working, empowering our people to balance their time between home and either our Glasgow, Tunbridge Wells or Bristol office in a way that works best for them, their team and our customers.


At AXA Health our customer service teams enjoy a friendly, flexible working environment, a competitive starting salary and great benefits.

These include a generous holiday allowance, wellbeing support and the opportunity to learn, develop and progress in one of the world's biggest and most successful global companies.

We welcome people from all backgrounds, life stages and lifestyles, you don't need experience in financial services or insurance or have a degree.

You'll benefit from fully supportive training, which will give you the skills and confidence you'll need for this role.


What you'll be doing

  • Answering calls from people with various mental health conditions and advising them on their claim, using judgement and taking responsibility for information gathering, putting your member's interests at the heart of every decision you make.
  • Deliver positive and empathetic interactions with our customers, proactively handling their queries through various channels, resolving queries and guiding members to ensure they receive the correct treatment available in line with their AXA Health policy.
  • Take full ownership of all customer interactions, investigating, assessing reports and providing solutions to customer enquiries, or gathering full information and escalating to the relevant business area or manager where required.
  • Work closely with our clinical nursing team to support our members in receiving the treatment they need.
  • Accurate and appropriate recording of customer interactions, created and maintained on AXA systems.
  • Build a full understanding of the role's processes and procedures, including how you contribute to the team goals.
  • Develop and maintain strong and positive relationships with customers, your department, key stakeholders and clients internal and external.
  • Continually look for ways to improve the service you provide, identifying any problems with processes, suggesting solutions and developing knowledge of our Private Medical Insurance products.
  • Actively participate in department and team meetings and business wide projects which impact Customer services as required.
  • Consistently achieve all performance targets to ensure that we are providing the very best service to our members, whilst adhering to FCA, data protection and regulatory requirements.

Working Hours & Shift Pattern:

With our customers in mind, our phone lines are open 8am-8pm Monday to Friday, and 9am-5pm Saturdays and Bank Holidays.

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Full Time:37.5 hours a week on a rota basis and we compensate you for this with a generous shift allowance. We champion wellbeing and a work life balance, you'll know well in advance the shift patterns you will be working each week, so you can plan around your hours.
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Part Time:Aminimum of 22 hours a week between Mon-Sat, based on your Part Time working availability. We're looking for support across various shift times, so we're open to considerations around bespoke working patterns to accommodate your availability to work. We do require all new employees to commit to an initial 8-week Full Time hours in order to facilitate your training.


Induction & Training:


Induction Date:
Monday 13th February 2023


Providing a Career Development Framework that is reviewed every six months for two years with your manager, giving you clear career progression.

Full training and support you need to make a difference, no matter the stage of your career.

Once you're up to speed in your new job, there's also the chance to study for a professional Chartered Institute of Insurers (CII) qualification, paid for and supported by AXA.


Qualifications:


  • Able to work under pressure to meet deadlines, remaining organised and managing your time effectively.
  • A positive role model, required to be highly resilient whilst dealing with emotional effective conditions.
  • Strong Customer focus, including building rapport and demonstrating empathy skills.
  • Compassion and understating when supporting our vulnerable members.
  • Genuine desire to help others and possess a st
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