At a Glance
- Tasks: Be the first point of contact for customers and manage their claims with empathy.
- Company: Join AX, a leading accident assistance provider that values care and customer satisfaction.
- Benefits: Earn up to £27,000 OTE, enjoy 22 days holiday, and access private healthcare options.
- Other info: Join a diverse team committed to wellbeing and professional growth.
- Why this job: Make a real difference by helping customers during challenging times in a supportive environment.
- Qualifications: Experience in customer service is a plus; strong communication skills are essential.
Join AX where our people and purpose drive us forward At AX, we’re passionate about keeping drivers on the road and delivering exceptional care when it matters most.
As a leading accident assistance and aftercare provider, we support customers involved in non-fault accidents by supplying replacement vehicles and managing their claims with empathy and efficiency.
Our values Inspired to Innovate, Always Respectful, Fully Accountable, and Delivering Delight are at the heart of everything we do.
We foster a culture that prioritises wellbeing, development, and inclusivity, ensuring our people feel supported and empowered every step of the way.
We’re a team that values care, quality, and customer satisfaction.
You’ll be part of a supportive environment where your work is appreciated, and your development is encouraged.
About the role We’re looking for a motivated and customer-focused individual to join our New Claims team.
The ideal candidate will be resilient, adaptable, and passionate about delivering exceptional service in a fast-paced environment to our customers following their involvement in a non-fault accident.
During your Welcome Period you will be required to attend the Fort Dunlop office each working day, upon successful completion, you will be required to attend for a minimum of two days per week.
What you’ll be doing You will be the first point of contact for customers, playing a key role in converting initial enquiries into active claims.
Your focus will be on delivering exceptional service, capturing accurate information, and ensuring a smooth claims process from the outset.
- handle incoming calls and enquiries, converting them into new claims by delivering outstanding customer service and attention to detail
- efficiently manage and convert all new claims allocated to you, in line with business targets and service standards
- proactively engage with referral partners (e. g. car dealerships, fleet companies, body shops, brokers, insurers), customers, and third parties to gather all necessary claim details.
- accurately record all interactions, claim details, next steps, and timelines in the Back Office system to ensure clear and up-to-date records
- support internal and external processes to deliver a seamless and efficient service to all stakeholders
- use open questioning, active listening, and empathy to capture all relevant claim information, including accident circumstances, third-party details, and driving conditions
- maintain a professional and empathetic approach throughout the claims process, ensuring customers feel supported and informed. What you’ll bring
- demonstrable success in a fast-paced, target-driven, customer-focused environment
- previous experience in soft sales is advantageous, though not essential
- ability to absorb and apply new processes and systems efficiently
- comfortable using Microsoft Office and adaptable to learning bespoke systems
- excellent verbal and written communication skills, with the ability to convey information clearly, persuasively, and assertively
- proven decision-making and problem-solving abilities, with a logical and analytical approach
- capable of managing professional relationships with colleagues, clients, and business partners effectively
- proactive, adaptable, and results-oriented, with the ability to work independently and as part of a team
- a track record of achieving or exceeding performance targets
- demonstrates behaviours aligned with our core values: Inspired to Innovate, Always Respectful, Fully Accountable and Delivering Delight. What we offer
- 22 days holiday (plus bank holidays), rising to 27 with service
- Workplace pension scheme
- Bupa Private Healthcare (optional)
- Life Assurance (4x salary)
- Employee Assistance Programme and wellbeing tools
- Retail discounts and savings
- Ongoing professional development and career growth opportunities
- One charity/volunteering day off per year.
Wellbeing, diversity and inclusion For the third year in a row, we are proud to share that we’ve won an Inspiring Workplace Award.
This is testament to our commitment to fostering a positive and inclusive workplace where every individual feels valued, supported, and empowered and remain focused on creating a culture where everyone can thrive and feel genuinely appreciated.
We've also achieved Thrive at Work Bronze Level accreditation from the West Midlands Combined Authority, recognising our commitment to improving health and wellbeing in our workplace.
If our values resonate with you and you’re excited about this opportunity, we’d love to hear from you.
You might be just who we’re looking for.
REF-(phone number removed)
New Claims Advisor in Birmingham employer: AX UK
At AX, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work environment where our values of innovation, respect, accountability, and delight guide us. As an Executive Driver, you'll enjoy competitive benefits including a salary of £26,400, generous holiday entitlement, and opportunities for professional development, all while contributing to a culture that prioritises employee wellbeing and satisfaction. Join us in making a meaningful impact as you represent AX with pride and deliver outstanding service to our customers.
StudySmarter Expert Advice🤫
We think this is how you could land New Claims Advisor in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AX UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AX UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace New Claims Advisor in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AX UK:Your cover letter is your chance to shine! Tell us why you want to work at AX UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AX UK!
How to prepare for a job interview at AX UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
