customer service representative

claims processor

occupational health manager

front office specialist

handler

Authorising claims you are expected to check multiple systems while the customer is on hold. Pressure can build fast when you don't get the answers you are looking for fast. If you are the type of person who thinks they can study and remember most of wikipaedia in 12 weeks, you'll be fine here but make no mistake there is a LOT of information to read, interpret, understand and relay to customers while they wait on hold getting annoyed at you. One mistake. one missed fact, one missed script, one missed detail can land you in hot water from a call quality point of view. Maybe not at first, they are viewed as training issues but training issues will escalate if you don't fix the issues after (sometimes) being offered extra training the first time. 

Expect most calls you take when you first start to last anywhere between 15 minutes to 1 hour, straight out of training, while you wrack you brain trying to work out what is going on with the customer you have on the line. Things can get complicated real fast and a cool yet intensely focussed mind is required to survive. 

There is plenty of support - but everytime you need support/ask a question to their dedicated Senior line, a  report is wrote against your name so that they can identify 'training' issues, or justify walking you out the door if your not up to scratch (depending on how you view these reports, so I am a little scared to ask to many questions in case I work myself out of a job).

A lot of their systems are for the bin. Took me 35 minutes to work out how to send an email to a customer (yes they have guides on how to send an email, which are PAGES of instruction just to send an email. This is just one example of their systems but many issues across the board make a tough job to learn that much more harder.

Despite the negatives the job has good benefits, nice office spaces, and decent folk in general, it's just such a complicated job for someone new to health insurance and paid like 40-80pence more than minimum wage per hour.



AXA (ironically named) Health in Tunbridge Wells has a good location, I’ll give them that. Centred in town is great for commuting to work if your live in the local area. However, there are a huge amount of negatives working at AXA that are swept under the rug by management.

I worked for AXA between 2018 - 2021, working as an advisor for peoples health insurance. The first negative I would say is the companies lack of care for their employee’s well-being. In any other profession, that involves health and mental health as a whole offer proper counselling for their staff. Working at AXA completely ruined my mental health, health anxiety became a regular and after hearing story after story about cancer patients, refusing payment for  treatment for live-saving surgeries and mental health emergencies my mental well-being has never recovered. The only help offered to staff is a very standard mental health app like Breathing Space. There is no professional help for staffs well-being and when it comes to sensitive matters - they couldn’t care at all.

Management seemed to be all over the place, the people working there were all young and seemed to only want to be there for the pay check and it felt as though the power dynamic between regular staff and what they call “team leaders” was like cat and mouse. 

I cannot stress how badly this company affected my life, and I really do hope some sort of legislation comes into place for companies like this. 

The staff are generally great, managers are also very personable and supportive especially if you are particularly vulnerable. Unfortunately the training provided for staff who progress internally needs a lot of work, for my and a colleague that I entered this role with -we had a manager talk through the complaints process over "MSTeams" for a day. We could not access all the required software or email inboxes for a very long time, which left us relying on colleagues to access information for us.
The technical knowledge that is required to make informed and fair decisions is not provided in an efficient way if it is provided at all. The organisation doesn't facilitate an environment where the workload is proportional to the staff required to carry it out. I spoke to an ex colleague before they left the company and the explained that the reason they left was due to the sudden increase in workload, the work had doubled. After I left I was told by another that they increased the load again ( they seem to only want to hire people when they are desperate) It's clear to see that the organisation would rather impose unrealistic and demanding workloads on an unreasonable amount of staff than to recruit enough people for a manageable work load. As you can imagine working is complaints is already stressful, the pay is not worth it and they encourage you not to discuss your wages and bonuses so you have no idea if you are being shortchanged or not.


As a student working at AXA Investment Managers as an Investment Performance Intern, I had a remarkably enriching and educative experience. The environment was incredibly supportive, fostering a steep learning curve that allowed me to dive deep into the nuances of investment performance. My role involved analyzing and interpreting data to assess the performance of various investment portfolios, a task that was both challenging and rewarding. The team at AXA Investment Managers was truly collaborative, offering guidance and insights that greatly enhanced my understanding of financial markets and investment strategies. I was also given the opportunity to participate in meetings and contribute to projects, which helped me develop a practical understanding of the industry. The skills and knowledge I gained during my internship are invaluable, and the experience has solidified my interest in pursuing a career in investment management. Overall, working at AXA Investment Managers was a pivotal step in my professional development, providing me with a solid foundation in the field of investment performance.

-Lots of mixed communications from leadership on what you should do/say on calls, leads to you following advice and soon after getting told off and potentially reported.

-Every second of your work day is tracked, you are told off for spending too much time with a customer, aka, "going the extra mile" is actually punished!

-Employees are up-skilled and then expected to do way too much more but the rate of pay doesn't rise. It's like working for 4 departments at once and they just move you around whenever.

-Annual bonuses can be cut based on department, not the agent + is based on an unimaginable target that you have to achieve for 12 months consecutively (not worth working hard)

-VERY high staff turnover. Mostly related to mental wellbeing 

Essentially, the environment is extremely toxic, the pay is very low considering the stress and time limits you are given, shifts can start at 6am through to 12pm and you rarely see 9-5's. Trying to be as non-biased as possible now, I personally can't say there is anything enjoyable about this job...

The work is fast pace, clients will be shouting at you constantly due to the level of service provided, customers are on hold for over one hr or more. Calls will be pushed through constantly. It is very stressful, there is no variety on activities, its call after call after call. On top of that you will be micro-managed and will get a feeling that you are not valued or listened to (which you are not!).
Staring salary is very low for the amount of abuse and stress you will encounter, hence the very high turn around of staff. Management clicks and are not at all helpful, they bully staff and will not contact clients as requested by staff, clients will in turn call back and further abuse staff. Very bad environment! will not take bullying seriously and will not help the person making a complaint. No free car park, will be parking miles away from the office.

Working in the contact centre you can expect to speak to customers on the telephone while working with keyboard and screen at speed. You will learn about various medical conditions and treatments and what is covered under the private medical policies.  You will be fully trained on all this and on the IT systems.  Colleagues, customers and management are kind and pleasant, and there is a genuine desire for staff to succeed and to thrive.  The most challenging part of the job for me was coping with the volume of calls while also offering a high level of customer service.  The most enjoyable part of the job was interacting with customers and colleagues.

a typical day at work, is busy rwarding and supported
what you believe you learned, that there is always someon at the end of the phone at the Priory Chelmsford and Cheadle Priory to support me if I need help.
management, are openly ready willing and able to offer suport throughout the day 
workplace culture, is busy aive and fast pace.
the hardest part of the job, Is chlients DNA or choosing to decline tratement.
the most enjoyable part of the job is the clients and feeling appreciated by the staff.

Hired as a customer service agent. Minimum wage. 
You are treated like a robot. Hired in large groups knowing there will be a large drop out rate. 
Intensive policy training.  IT systems break down daily and you're expected to answer live calls and work late to add notes onto the system when it's finally fixed. No support from managers or further training offered. Bathroom breaks are timed and managers will constantly harass you for any length of time doing a task if they think it should be less, despite knowing how slow and faulty their systems are. Quality Assurance Dept listen to calls and mark your performance harshly.

Really wouldnt recommend working for AXA as part of the Birmingham Office. I joined when they were really short staffed as was forced to go onto the phone lines to take calls after on 4 days of training and the first day didnt actually involve any claims based knowledge training! All management care about is quantity over quality, they do not care at all about what you advise the customers as long as you're getting through the calls and the same is true of any stock work you get asked to do. Pay is very poor and little to no job satisfaction. 

Top Job Titles	Average salary
Customer service representative 9 salaries reported	£22,652 per year
Claims processor 4 salaries reported	£23,965 per year
Occupational health manager 7 salaries reported	£18,525 per year
Front office specialist 7 salaries reported	£26,000 per year
Handler 2 salaries reported	£21,500 per year

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