Customer Retention Sales Advisor

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 Global Healthcare offers global healthcare support and protection to individuals and businesses in more than 200 countries, building on over 55 years of experience through its international hubs.

Job overview

AXA Global Healthcare is excited to offer a fantastic opportunity for a Customer Retention Sales Advisor to build a rewarding career within our organisation. If you take pride in helping customers, overcoming objections, and finding solutions, this role is perfect for you. You’ll be engaging directly with individual customers to ensure their satisfaction and continued loyalty to their insurance policies. This role not only allows you to make a real difference for our customers but also offers the potential to significantly increase your earnings through monthly commission. Join our retention team, where you’ll be responsible for retaining customers at renewal and throughout the year, handling queries related to premiums and cancellation issues. In addition to your base salary, you’ll earn a monthly commission based on renewals.

Key responsibilities

• Re-sell insurance policies to existing customers, identifying upselling opportunities and providing all necessary information for renewal.
• Proactively contact customers at renewal to ensure their continued satisfaction and retention.
• Handle customer queries and help resolve any issues they may have.
• Achieve monthly sales targets through effective upselling and customer engagement.
• Demonstrate sound objection handling, closing skills, and negotiation techniques in every call.
• Collaborate with other departments to resolve customer problems efficiently.
• Accurately update customer data and notes across all relevant systems.
• Conduct all calls in compliance with FCA and AXA guidelines.

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%) in the future. Away from home means attending the office, visiting clients or attending industry events.

Working hours & shift pattern

You’ll work full time, 37.5 hours per week Monday to Friday, from 9am to 5pm.

Your skills & experience

• Experience in a customer-facing role, either in person or phone based, is essential.
• Excellent attention to detail, negotiation and relationship building skills.
• Ability to connect with a variety of people over the phone and via email, translating complex information in a simple way.
• Customer focused, with the ability to show empathy and build rapport, listening and assessing situations quickly whilst conducting yourself in a professional manner.
• Motivated, resilient and ambitious with a determination to succeed.
• Highly adaptable to change and managing multiple priorities.
• It would be advantageous to have experience working in a sales or retention role within a target driven FCA regulated environment.

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.

How to apply

To apply, click on the ‘apply now’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to laura.venables@axa-uk.co.uk. We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.