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Job Details
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| Customer Service Representative - Administratio... |
| bs/7fef9fa6/AXALI640 |
| AXA |
| Administration |
| Negotiable |
| Basingstoke |
South East
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| Permanent |
| 02/09/2010 20:51:00 |
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| Job Description |
Job Purpose
In the UK, AXA occupies market leading positions in three of its main markets. These are life insurance, health insurance and general insurance. We are the second largest company in the Life and Health insurance (stock) market and the sixth largest company in Europe (Fortune Global 500 2007). In 2010 we have been listed as one of Britain's top employers by the CRF Institute which is an independent organisation that identifies top performers in the areas of HR leadership and strategy. In the role of Customer Service Representative you will be responsible for carrying out customer related requests to agreed standards. You will have a comprehensive understanding of a range of procedures that you will apply to work that is variable in nature. You will have a good understanding of requirements and ability to adapt procedures where applicable. You will support less experienced colleagues as required. You will work to ensure that the customer is at the heart of everything that we do.
Key Accountabilities
Your key responsibilities will be to - Liaise with internal and external customers using both excellent written and verbal skills to ensure that the service proposition is achieved and customer relations are continually enhanced
- Act as cover for your aligned SCO /PA in their absence, dealing with all types of customer queries. An in depth working knowledge of your SCO /PA portfolio is essential
- Following accreditation you will use the skills gained to proactively complete processes and using your knowledge of internal processes you will identify daily work volumes and manage the clearance of these within agreed SLA's to the required standard and accuracy, delegating where possible to your aligned L9
- Ensure all customer monies are applied according to FSA guidelines. Work towards having zero items unapplied greater than 30 days.
- Recognise and understand common trends, highlighting to those around you where service delivery could be improved. Once identified, work to eliminate these through best practise.
- Work to develop your behavioural evidence and provide examples of where you are role modelling behaviours.
- Ensure any complaint/breach identified is passed within 24 hours to an accredited complaints handler/team manager, to ensure a speedy and efficient resolution.
- Record and maintain information on the relevant system in order to allow the completion of work to be tracked and internal records and management information to be kept up to date. You are responsible for ensuring that all filing and/or stored documents are done so in line with standard practices so that they can be accessed or retrieved in an efficient manner
- Ensure that you protect our customers, business, employees, and shareholders by consistently demonstrating competence to meet the key performance indicators of this role, AXA legal (e.g. Data Protection, Money Laundering) and regulatory measures (e.g. Fraud, Data Security, Compliance, TCF)
- Basingstoke Only - Ensure that all Unit Matching is processed on day zero and all payments are authorised on day one.
Skills and Experience
You will need to be able to evidence through our selection process that you possess the following key skills: - Good working knowledge of Microsoft Excel
- Ability to work both individually and as part of a team
- Good communication skills
- Delivery focused
- Ability to work to tight deadlines
- Strong organisation skills
- Ability to delegate and control multi functional tasks
What will you get from this role?
As one of the foremost employers within our industry you will be eligible to benefit from: Company Benefits Include A competitive salary - reviewed annually against market. Annual Bonus Scheme - based on personal and company performance. Contributory Pension Scheme. 23 Days annual leave plus Bank Holidays. Annual Performance Reviews and regular 121's with your manager. A friendly, open plan office environment. On Site Gym. Restaurant. Confidential Employee Assistance Helpline. Award winning community links with our "Hearts in Action" scheme. My External Discounts - A fantastic discounted site where you can access over 1100 retailers online - Great discounts PLUS Cashback PLUS discounted gift vouchers.
Additional Information
If you would like to apply for this role please apply online. You will be asked to answer a few basic questions and also to upload your CV. This will only take a few minutes of your time. Resourcing Contact: Siobhan Dunne siobhan.dunneaxa-sunlife.co.uk Please note: Emailed applications will not be accepted. You will be notified by email if unsuccessful through the initial application sifting process
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