AXA UK: Accessibility Concierge service

How AXA UK’s Accessibility Concierge Service has supported over 150 candidates

AXA UK (BDF Members since 1992), is one of the UK’s leading insurance companies. Committed to supporting employee needs, providing meaningful career development and celebrating differences, AXA UK was keen to attract more job applications from people with disabilities and long-term conditions. Following a review of their recruitment practices, they’ve created an Accessibility Concierge Service that offers and implements highly personalised adjustments for candidates from the point of application right through to the first day in employment.

Talent Acquisition Partner at AXA UK Jennifer Manuel has been with the company for 17 years and was diagnosed with MS at the age of 31. She has a special interest in disability and long-term conditions, and is also involved in AXA UK’s inclusive recruitment strategy. Working with Diversity and Inclusion Manager Jessica Hardy, they initially partnered with a specialist recruitment company to audit their recruitment practices. They discovered that they needed to enhance their approach and practise to attract, recruit and retain more people with disabilities and long-term conditions.

The Accessibility Concierge Service was designed with accessibility and inclusion at its heart and the project team also included colleagues from the AXA Able Employee Network who are focused on disability, neurodiversity and mental health in the workplace. The service has so far supported over 150 candidates by offering and implementing highly personalised adjustments from application, and if successful, through to the first day in employment. This typically involves a phone call.

AXA UK ran a pilot first and one of the key learnings was the importance of personalisation. The team recognised that the impact of a disability or long-term condition is unique to that individual and the adjustments that may be helpful for one person might not be for another. As a result, the Accessibility Concierge Service was combined with one-to-one conversations with candidates and feedback on their experience was gathered to make improvements.

New AXA UK employees with disabilities or long-term conditions can now focus on getting to know their new job and their colleagues from day one because there is a seamless transition through to onboarding and getting adjustments. This has reduced anxiety, because they know they’re going to get what they need to work to the best of their ability from day one.

AXA UK’s Accessibility Concierge Service has been nominated for multiple awards including the Youth Employability Awards and the British Insurance Awards.

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