Technical Executive - UK Market

This role is responsible for providing ‘expert’ support and instruction in procedures and provide expert policy knowledge advice to Agents and to Business

The Technical Executive manages the agenda control of the operations team and is also the first point of escalation for complex case management

The Technical Executive is expected to demonstrate ‘role model’ behavior and develop technical knowledge and experience in the team, actively seeking opportunities to support, coach and develop individuals; guide the team sharing knowledge; and by promoting best practice

What you’ll be doing: (purpose of the role / excitement of the job / main missions) Conduct technical 1-2-1 when needed / informative sessions with agents Daily Review Team KPI & SLA and feed into Team Leader and Operations Manager Complaints calibration and Root Cause analysis Participate /propose processes improvement implementation Participate in crisis cell Participate in client audits and workshops, when necessary, at their level Accountable for agenda control including daily organization, volume control, categorization, assignation and prioritization in line with Team Leader and Operations Manager Responsible for monitoring Agents telephony Performance Control and providing corrective feedback Actively manage case escalations and complex cases delivering appropriate solutions in terms of time and quality Control of EOD, LLN & Recovery activity, monitoring cases, advising agents and providing corrective feedback Control of Red Flag notification & updates Transfer Policy knowledge to the Agents team ensuring they are followed by Agents Support in process and improvement implementation ensuring they are followed by Agents Provide technical support and coaching to agents while promoting also quality Continuous contact with team leader and operations manager to perform team guidelines stablished by the management team Action complaints by providing case summary and review to Complaints team

What you’ll bring: Fluent English, Spanish and Italian are a plus

Knowledge of Travel Assistance claim activity (minimum 2 years) Excellent technical skills and knowledge, with confidence in case review involving also EODs, LLNs, Red Flags and complex cases

Instinctive and consistent focus on quality and accuracy and possesses excellent attention to detail Excellent organizational and time management skills Demonstrate good working ethics and alignment with the company’s corporate culture and values Strong coaching skills and passionate about empowering the Agents to make autonomous decisions Ability to effectively communicate –written and verbally – to a good standard and excellent interpersonal skills with managers and colleagues Strategic Vision - Knows the impact of their job relative to the business priorities and acts accordingly Focus on Customer – Delivers service to internal/external customers in a reliable, attentive and available manner Change Leadership – Demonstrates willingness to implement change that add value Results Orientation – Ensures timely high-quality deliverables Building Capability – Drives own personal development Team Leadership – Contributes to the team’s high standard of performance Full-time role from 1:30pm to 10pm from Monday to Friday To apply, click on the ‘apply for this job’ 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, please send an email to AXA Partners Global HR Response - [email protected] Who we are: We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide

What sets us apart

The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world

Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what

Helping others is our passion

Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters

Join a company that helps protect the forests

At AXA Partners, we plant a tree for every new recruit (with a permanent contract)