About AXA:

AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.

AXA Health supports members to put their health first, from individuals to huge corporates, with fast access to diagnosis and treatment when they need it.

Job overview:

Are you an experienced, qualified counsellor? The AXA Health Support Team is a medical information helpline staffed by counsellors, nurses, midwives, and pharmacists, providing help to our members whatever their healthcare needs. Our team provide a fantastic personal service to our valued members and are available day and night. When our members have a health question, it’s good to know there’s someone to talk things through with. Whatever the need, our medical professionals are here to put minds at ease, so they’re not worrying a minute more than they need to.

In this role, you’ll provide one off supportive counselling telephone calls to members in varying levels of psychological distress. Your role doesn’t include delivering on-going therapy, however, the call will be crucial to the member, so we expect high standards of ethical codes of practice. You’ll use your clinical knowledge to provide health information, wellbeing guidance and signpost health benefits.

Key responsibilities:

• Providing high quality, empathetic guidance to members over the phone and through the online system, whilst strictly adhering to the British Association for Counselling and Psychotherapy (BACP) professional standards.
• Using the latest medical evidence to inform clinical practice.
• Maintaining service levels by offering callers relevant help and information.
• Alongside our nurses offering bereavement support to our most vulnerable members.
• Building and maintaining stakeholder relationships providing specialist knowledge and assistance.
• Knowing required systems, processes and procedures, including complaint handling procedures, data protection, and medical confidentiality.
• Owning and continuously developing your professional skills.
• Coaching other clinical peers as needed.

Work arrangements:

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 two days a week (40%) away from home, moving to three days a week (60%) from December 2026. Away from home means attending the office, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition. When working from home, you’ll need a private space to work from when you won’t be overheard.

Working Hours & Shift Pattern:

Our counselling service operates daily from 8:00 am to 8:00 pm, year-round. We need coverage for Thursday 8:00 am–4:00 pm, Friday 12:00 pm–8:00 pm and Saturday 8:00 am–4:00 pm. There is an option to have 1 in 4 weekends off with other shifts extended. You’ll receive a shift allowance of up to 10% in addition to your salary.

Induction & training:

To support your smooth integration into the team and set you up for success in your new role, you will participate in a comprehensive 4-week induction program. During the first two weeks, you are required to attend in person at either the Tunbridge Wells or Glasgow office from 8:30 am to 5:00 pm, Monday to Thursday.

Your skills & experience:

• Counselling qualification (minimum level 4) degree or post graduate diploma.
• Current BACP, BABCP, UKPC, NCS, COSCA or IAPC membership.
• 200 hours or more current or recent counselling experience, post qualification.
• Psychotherapy / Psychotherapeutic Counselling qualification with eligibility for UKCP Registration.
• Practitioner Psychologist registered with the HCPC.
• Robust IT skills with the ability to work with multiple systems is essential.
• 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.

Please also note that you'll be screened through an enhanced DBS Check.

How to apply:

To apply, click on the ‘apply now’ 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.

We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.

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