Complaints Handler

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 Commercial protects businesses, from multinationals to micro start-ups, giving them the confidence to thrive

Job overview: We’re excited to offer a full-time, permanent role at AXA Commercial as a Complaints Handler in our Complaints Resolution team in Haverhill

This is your chance to be a key part of a supportive and collaborative environment, helping our customers over the phone by handling their complaints with empathy and ensuring a fair resolution

Building sounds relationships is essential to our success and customer satisfaction

We pride ourselves on being one big team, and we value team players who work well together

If you have experience in complaints handling, an eye for detail, and a passion for fairness, we’d love to hear from you

Key responsibilities: Deliver excellent customer service by conducting thorough investigations and achieving fair, reasonable outcomes

Record, investigate and resolve customer complaints in line with FCA timescales and KPI’s

Respond to customers with thorough and high-quality communication, accurately identifying the root cause of issues, implementing appropriate operational solutions, and ensuring all interactions are timely, compliant with regulations, and focused on delivering the best possible outcome

Use your initiative and available resources to find the best solution for the customer

Communicate clearly and professionally over the phone, ensuring all letters to complainants are of high quality and are line with best practise guidelines

Escalate issues to relevant Commercial Insurance teams to understand the complaint and resolve it efficiently

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%) in the future

Away from home means attending the office, visiting clients or attending industry events

Working hours & shift pattern: You’ll work full time, 35 hours per week, Monday to Friday, 9am to 5pm

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

Your skills & experience: Experience in a customer facing role

Proven complaints handling experience is essential, preferably within the insurance or financial services sectors, with claims complaints experience being an added advantage

Knowledge of how to support customers with vulnerability characteristics during the complaint process

Skilled at influencing people and situations to achieve the best outcomes

Sound business acumen and advanced analytical skills

Able to manage change effectively in different situations

Excellent communication skills, both written and verbal

Sound planning and prioritisation skills to meet deadlines

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

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 [email protected]

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