Customer Service Representative

AXA; Derry/Londonderry; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A leading insurance company in Derry is seeking a Customer Service Representative to support their Service team. You will handle customer queries over the phone, requiring strong communication and problem-solving skills. The role offers full training and requires a minimum of 5 GCSEs including English and Maths. The position involves working 37.5 hours per week on a rotational basis, ensuring a good work-life balance.

Benefits

Comprehensive onsite induction

Continuous professional development support

Work-life balance focus

Qualifications

• Customer-facing experience is beneficial.
• Natural talent for connecting with people.
• Positive, can-do attitude.

Responsibilities

• Answer phone calls from customers covering various queries.
• Resolve customer issues or complaints.
• Identify and maximize cross sales opportunities.

Skills

Strong communication skills

Problem-solving ability

Listening skills

Team collaboration

Education

5 Pass GCSEs including English and Maths

Job description

We have several exciting opportunities for Customer Service Representatives to join our Service team here at AXA, located in our Derry Contact Centre!

Joining us as a Customer Service Representative, you’ll be an essential member of the team helping our customers over the phone, by handling their queries. You’ll have strong communication skills, with the ability to build great relationships based on Integrity and trust. We always put the Customer First in everything we do, so we want someone who strives to go the extra mile for them.

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. You'll work majority of your week away from home. Away from home means either attendance at one of our head office locations, visiting clients or attending industry events.

Working Hours & Shift Pattern:

Working Hours & Shift Pattern: Full time Our phone lines are open 8am-8pm Monday to Friday, and 9am-5pm Saturdays and Bank Holidays. You’ll work a total of 37.5 hours per week on a rotational basis. 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.

Induction & Training:

You’ll receive a comprehensive onsite induction from our specialist trainers to set you up for success in your new role. At AXA we share a common purpose; to act for human progress by protecting what matters. We rely on people, just like you, to make this a reality. We thrive on helping you become the best version on yourself. Throughout your career with us, we’ll provide you with all the support and training necessary to enhance your professional development.

What you’ll be doing:

• Answering phone calls from customers, covering a variety of queries, e.g., updating vehicle details, renewing their policy, helping with a direct debit query, etc.
• Making use of your judgement following company policy to determine/offer best solution to a problem.
• Capturing and resolving any customer issues or complaints.
• Taking part in cross functional projects as and when required.
• Negotiate with existing customers to secure retention.
• Identify and maximise all cross sales opportunities by advising existing customers of all our products and services and pass to sales team.
• Provide recommendations around products and optional extras to customers to match their needs.
• Additional duties as required.

This advert is to facilitate upcoming recruitment for Customer Service Representatives. Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we're able to effectively manage interest. Therefore, if you're interested in joining us at AXA, please don't hesitate to apply.

What we’re looking for:

• Full training is provided for this role. However, it is beneficial to have previous customer facing experience.
• Minimum education requirement is 5 Pass GCSE’s including English and Maths.
• You’ll have a natural talent for connecting with people, quick problem-solving ability and positive, can do attitude.
• Great listener, confident communicating over the phone and using computers.
• Passionate about working as part of a collaborative team.

As a precondition of employment for this role, you must be eligible and authorised to work in Ireland and/or the United Kingdom.

This recruitment campaign will be used to support permanent, temporary and/or extension for any upcoming similar positions.