Laurent, Automobile Dispatch Manager – AXA Assistance Benelux
How did you join AXA Assistance?
In 2007, a patrol informed me that AXA Assistance in Belgium was looking for a dispatcher with experience working for a professional service provider. What also appealed to me about AXA Assistance was the opportunity to join a major, solid, international group, where the customer is the focus and not just a number of file. So I seized the opportunity and became a dispatcher. The company has grown today, and the areas covered by our patrols are even more extensive: Brussels, Antwerp and a good part of Flanders.
Describe your path.
Inspired by contact with people, I began my professional career in 1989 in supermarket distribution, as soon as I received my baccalaureate, first as a storeroom clerk-salesperson, then as a controller (theft, employee fraud, etc.). In 2003, I had the opportunity to become a dispatcher for a repair/towing business in the Brussels region. The experience was a decisive one for me: I really enjoyed the activities of managing calls and dispatching patrols.
What are your main tasks?
In early 2009, I was appointed Dispatch Manager. I coordinate a bilingual team (French and Flemish) of 15 patrols. The day-to-day management of such a team is a real challenge, because AXA Assistance customers require a high level of service: fast intervention, courtesy and continued mobility. Complying with the commitment to AXA Assistance’s “AXA Brand Spirit” further emphasizes this need for excellence. It’s an exciting job that I would like to introduce to others.
