Customer Service Representative - Claims

AXA; Derry/Londonderry; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

AXA is seeking a Claims Customer Service Representative to efficiently manage claims from registration to settlement. This role requires excellent customer service skills, self-motivation, and the ability to handle multiple tasks. Training will be provided, and applicants must be authorized to work in the UK.

Qualifications

• No prior claims experience required; full training will be provided.
• Ability to adhere to Consumer Protection Code and relevant legislation.
• Awareness of Central Bank regulations.

Responsibilities

• Proactively manage claims files and meet deadlines.
• Handle customer complaints and provide excellent service.
• Ensure compliance with Central Bank and regulations.

Skills

Customer service experience

Organisational skills

Self-motivation

Ability to handle pressure

Education

Minimum of 5 GCSEs, including Math and English

APA qualification (beneficial)

Job description

We are recruiting for an exciting opportunity for a Claims Customer Service Representative who will serve as a key point of contact for our customers, third parties, and various claims departments. This role involves registering claims and managing them through to settlement in a compliant and efficient manner.

The ideal candidate will be responsible for managing their own case files, ensuring that they meet daily, weekly, and monthly settlement and quality targets.

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 at least 40% of your week away from home, moving to the majority of your working week from September 2025. Away from home means either attendance at one of our office locations, visiting clients or attending industry events.

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.

What you’ll be doing:

· Proactively manage claims files to meet deadlines effectively.

· Handle customer complaints professionally and deliver an excellent customer service experience.

· Answer incoming calls from customers while maintaining top service level requirements.

· Provide outbound calls to customers with updates on their claims status as needed.

· Ensure compliance with Central Bank and Consumer Protection Code Regulations.

· Accurately record triage claims notifications, promote approved repairer networks, and report any fraudulent claims to the SIU team.

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.

• Customer service experience; No prior claims experience required; full training will be provided.
• An APA qualification would be beneficial, and commitment to working towards completing.
• Minimum of 5 GCSEs, including Math and English (or equivalent).
• Ability to consistently adhere to the Consumer Protection Code and other relevant legislation.
• Customer service experience; No prior claims experience required; full training will be provided.
• Awareness of Central Bank regulations and ability to adhere to them at all times.
• Capability to manage a heavy workload in a pressurised environment.
• Self-motivated and organised, with the ability to handle multiple tasks simultaneously.

This role is an allocated Controlled Function under Fitness & Probity Regime, which means the successful candidate will be subject to an enhanced level of background screening requirements. You can find more information on axa.ie/careers.

As a precondition of employment for this role, you must be eligible and authorized 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.