Job Description
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 BackOffice 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
- Up to £27,000 OTE
- 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)
