We’re excited to announce a full-time, 12-month secondment opportunity for a Membership Coach at AXA Health! In this key role, you’ll be responsible for coaching contact centre agents to enhance their overall performance. You’ll work closely with team leaders and management to identify areas of underperformance, providing constructive feedback and creating actionable plans to address any challenges. Your coaching will empower both new and existing customer-facing employees to meet and exceed performance metrics while contributing to the achievement of team and departmental objectives. As a Membership Coach, you’ll play a key part in driving agent performance and fostering a customer-centric culture within the contact centre, supporting our commitment to consumer duty obligations. Join us in making a significant impact on our team’s success!
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 40% of your week away from home, moving to the majority of your working week from September 2025. Away from home means either attendance at one of our office locations, visiting clients or attending industry events.
We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

• Coaching contact centre agents to help them meet and exceed performance metrics, including average call handle time, pathways/steerage conversions, senior query reduction, conversation skills and customer satisfaction ratings.
• Collaborating with team managers to identify underperformance areas and develop coaching plans to address these issues.
• Conducting regular evaluations of agent performance and provide constructive feedback for improvement.
• Analysing performance data to identify trends and recommend process enhancements to boost efficiency and productivity within the contact centre.
• Holding regular coaching sessions with contact centre agents to set goals, monitor progress, and enhance overall performance.
• Partnering with the training team to assist in the development of training programs for both new and existing contact centre agents.
  We know that some candidates may be discouraged from applying if they don’t meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply.

What you’ll bring:

• Knowledge of AXA Health products, claims processes and systems are essential together with experience working within a contact centre environment.
• Natural talent for connecting with a variety of people with the ability to coach.
• Ability to work effectively in a fast-paced and dynamic environment.
• Sound analytical skills with the ability to assess data and identify trends and patterns.
• Understanding of contact centre KPIs (Key Performance Indicators) and metrics.
• Previous coaching experience would be advantageous.

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.
For an overview of this role, please contact Lee Carter, Coaching Team Manager at lee.carter@axahealth.co.uk.
What we offer:

At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive annual salary of up to £29,000 dependant on experience.
• Discretionary company & performance-based bonus.
• Contributory pension scheme (up to 12% employer contributions).
• Life Assurance (up to 10 x annual salary).
• 25 days annual leave plus Bank Holidays.
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave.
• AXA employee discounts.
• Gym benefits.

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, 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.
At AXA Health, we help our members be the best version of themselves by providing access to health and wellbeing support for mind and body. We’re transforming our business by developing easy, efficient, digital experiences for our customers. We’re a collective of specialists passionate about helping our members flourish, whether that’s individuals and families, small businesses or huge corporates