SME Client Delivery Advisor

AXA Group; Leicester; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

AXA Health is seeking a Client Delivery Advisor to join the SME Sales and Service Centre. You will provide telephony and administration support to SME clients, brokers, and colleagues, ensuring service levels and quality are met.

Key responsibilities include handling enquiries, owning client requirements, managing complaints, and maintaining accuracy across invoicing and processes. The role focuses on developing multi-skills and personal development while working in a hybrid UK environment.

Qualifications

• Customer-focused and motivated to deliver results beyond expectations.
• Excellent written and verbal communication skills.
• Confident in planning and prioritising workload.
• Excellent attention to detail and accuracy.
• Strong organisation and time management abilities.
• Fast and accurate typing skills.
• Able to use multiple systems and follow processes during client calls.

Responsibilities

• Be the first point of contact for telephone service enquiries and provide instant resolution where possible.
• Take full ownership of client requirements.
• Manage complaints with support from Complaint Resolution as needed.
• Handle complex administration and invoicing queries.
• Meet service levels and quality standards.
• Develop multi-skills across all aspects of customer support.
• Pursue personal development and growth in the role.

Skills

Customer focus

Communication skills

Planning & prioritising

Attention to detail

Organisation & time management

Typing speed

Multi-system experience

Tools

CRM systems

Spreadsheets

Job description

About AXA:

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.

AXA Health supports members to put their health first, from individuals to huge corporates, with fast access to diagnosis and treatment when they need it.

Job overview:

We’re looking for a Client Delivery Advisor to join our SME Sales and Service Centre in AXA Health.

You’ll provide outstanding telephony and administration services to our small to medium enterprise (SME) clients, brokers and AXA Health colleagues, exceeding expectations, whilst meeting service levels and quality measures.

Key responsibilities:

• Be the first point of contact for telephone service enquiries, offering instant resolution wherever possible.
• Take full ownership of client requirements.
• Manage complaints, with help from Complaint Resolution team if needed.
• Deal with complex administration and invoicing queries.
• Meet service levels and quality standards.
• Become multi-skilled in all aspects of customer support.
• Take ownership for your personal development.

Work arrangements:

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 two days a week (40%) away from home, moving to three days a week (60%) from December 2026. Away from home means attending the office, visiting clients or attending industry events.

Your skills & experience:

• Customer focussed and motivated to deliver results that exceed expectations – essential.
• Excellent written and verbal communication skills, along with ability to interpret invoices and spreadsheets – essential.
• Confident with planning and prioritising your workload.
• Excellent attention to detail.
• Organisation and time management skills.
• Fast and accurate typing skills.
• Ability to use multiple systems and follow processes during client telephone calls

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

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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