Customer Experience Assessor - Redhill - Axa Assistance - Redhill

Job description

AXA Assistance are looking for a Customer Experience Assessor to join our Quality Assurance team.This role supports the business goal of providing an excellent and consistent customer experience measured through customer feedback. The job holder is responsible for protecting the customer experience through call handler quality assessment and customer feedback reporting enabling the operation to meet required quality standards and regulatory requirements.

Role Responsibilities

Carry out agreed number of retrospective and live quality assessments per month using tools such as Mosquito, to measure the quality of contact with customers by telephone
To provide customer experience quality reports to operational leaders as required highlighting key areas for improvement on an individual, team and department basis
To support Team Managers by recommending development solutions available from L & D
Ensure the measures used to assess quality reflect the business process and desired customer experience, including any regulatory requirements
Alert relevant managers to any significant service or regulatory breaches immediately enabling corrective actions to be taken
Spend time in the Operation to remain familiar with the role and processes being assessed on a monthly basis
Work with Complaints and Compliance teams to review key regulatory requirements and root cause analysis to establish areas for improvement and review assessment measures to drive customer service excellence
To review measures and process identifying improvement areas to the Operational teams in conjunction with the Customer Experience and Process Improvement Manager

Essential Criteria

Good standard of education, in terms of literacy and numeracy
Operational experience and ability to personally deliver a high level of customer service
Analytical skills and able to articulate clearly outcomes and results
Attention to detail and adherence to process and standards
Report writing skills
Good organisational skills and able to work independently to hit key deadlines
Has ideas and solutions to enhance customer service delivery via working with Learning and Development, Operational Management, Compliance and Complaint Teams

Desirable Criteria

Experience of implementing quality standards, making improvements to procedures in order to develop best practice standards
Is passionate about excellence in customer service and can demonstrate personal contribution to excellence
To have experience in a claims function assessing claims in an insurance company or services provider
Preferable for the individual to have FSA qualification or experience

Company Benefits

Company Pension Scheme
Family Travel Insurance
Motor Breakdown Insurance
Home Emergency Insurance
24hr Access to the Company Concierge Service
Private Medical Insurance
Life Assurance
Company Shareplan
Competitive salary plus annual bonus
22 days annual leave, increasing to 27 days by 5th year of service (plus bank holidays)
Fantastic opportunities for internal progression