Customer Service Agent

AXA Group; Redhill; Hybrid; GBP 23,000 - 26,000; Full time

Job summary

A global insurance company is looking for a motivated Customer Service Agent in Redhill. This role involves managing customer claims, providing support during emergencies, and maintaining accurate records. Strong communication and organizational skills are essential. Shift work is required, including evenings and weekends. The company offers a starting salary of £23,258 with added shift allowance, opportunities for growth, and employee benefits in a collaborative environment.

Benefits

22 days annual leave

Employer-sponsored gym membership

Discounts on insurance products

Employee Share Scheme

Qualifications

• Able to listen, inform, and advise with empathy.
• Capable of managing multiple cases effectively.
• Comfortable working under pressure.

Responsibilities

• Managing claims from start to finish.
• Supporting customers through challenging situations.
• Maintaining clear and detailed records.
• Responding promptly to calls and inquiries.
• Building strong relationships with colleagues and partners.
• Handling complaints professionally.
• Working flexible shifts including weekends.
• Utilizing digital tools to manage cases.
• Supporting team efforts during busy periods.

Skills

Excellent communication skills

Strong organisational skills

Resilience and adaptability

Proficiency in digital platforms

Customer-first mindset

Flexibility and team spirit

Homeworking environment

Multilingual skills

Tools

Microsoft Office

Avaya

CMS systems

Job description

Join Us as a Customer Service Agent at AXA Partners!

Make a real difference every day in a dynamic contact centre role where you’ll support customers during their most critical moments.

Ready to apply? Great! Next step is for you to upload a simple CV; it doesn't need to be perfect.

We don't use this to assess your suitability—your potential matters most. Before the interview, you'll complete short assessments to showcase your strengths.
This helps ensure the role is a good fit for you. You'll receive more details upon applying, and our team is here to support you.

Please note that the start date for this job could either be the 23rd of February or 2nd of March 2026. Furthermore, shift work is a requirement for the role (Mon-Sun) (7am-9pm) incl. Bank Holidays. Shift allowance provided on top of basic starting salary.

What you'll be doing:

As a Customer Service Agent, you'll be the friendly voice and trusted advisor for customers seeking help with their motor breakdowns, home emergencies, or insurance claims. Your main mission is to provide a seamless, positive experience from the moment they reach out until their issue is resolved.

Your responsibilities include:

• Managing claims from start to finish – assessing, processing, and closing claims efficiently and accurately.
• Supporting customers through challenging situations – listening empathetically, explaining next steps, and managing expectations.
• Maintaining clear and detailed records – ensuring all case notes, logs, and updates are accurate and timely.
• Responding promptly to calls and inquiries – adhering to response times and call handling protocols.
• Building strong relationships – liaising with colleagues, insurers, and external partners to resolve issues swiftly.
• Handling complaints professionally – ensuring customer concerns are addressed and resolved promptly.
• Working flexibly across shifts – including evenings, weekends, and bank holidays, with shift allowances provided.
• Using a variety of digital tools and software – including Avaya and CMS systems, to manage cases effectively.
• Supporting team efforts – assisting colleagues during busy periods and contributing to a positive team environment.
• This role offers a rewarding opportunity to support customers in urgent situations, making a real difference while developing your skills in a supportive, inclusive workplace.

What you'll bring:

To succeed as a Customer Service Agent, you'll need:

• Excellent communication skills – able to listen, inform, and advise with empathy and clarity.
• Strong organisational skills – capable of managing multiple cases and priorities efficiently.
• Resilience and adaptability – comfortable working under pressure and handling challenging situations.
• Proficiency in digital platforms and software – including basic Microsoft Office skills.
• A customer-first mindset – committed to delivering high-quality service and exceeding expectations.
• Flexibility and team spirit – willing to work across different shifts and support colleagues.
• A suitable homeworking environment – free from distractions with reliable broadband.
• Desirable: Previous experience in a contact or claims centre, and multilingual skills (e.g., French, Spanish, German, Italian, Dutch, Portuguese) are a bonus.

Why join us?

• Be part of a global organisation that values diversity, inclusion, and professional growth.
• Be 60% office based in Redhill (RH1 1PR).
• Work in a supportive environment that encourages learning, development, and collaboration.
• Contribute to a team that makes a real difference in customers’ lives every day.

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:

• Starting salary of £23,258 (based on experience) plus up to 7.5% shift allowance: Total £25,002 (35 hours).
• 22 days rising to a maximum of 27 days (based on a 5 day week)
• Retail Discounts
• Company Shareplan /Scheme & Loan
• Cycle2Work Scheme
• Discounted Home Insurance
• Employee Assistance Scheme
• Dr@Hand
• Discounted Gym Membership
• Free Financial Education/Pension Seminars

To apply, click on the ‘apply’ 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, please send an email to AXA Partners Global HR Response - [e-mail]

Who we are

We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)