Join Our Complaints Team at AXA - Travel DepartmentAt AXA, we place our customers at the centre of everything we do. While we strive to provide the best service, we understand that there might be times when we fall short. That's why our dedicated Complaints Team plays a crucial role in addressing concerns. We are currently seeking a motivated and experienced Complaints Investigator to join our dynamic team within the Travel Department.Key Role Responsibilities:As a Complaints Investigator, you will be at the forefront of handling escalations and complaints, offering vital support and guidance to fellow team members in the resolution of each case. Your role involves conducting thorough investigations, and where necessary, providing valuable feedback to suggest improvements based on received complaints. At AXA, we value collaboration and effective teamwork, and we invite you to be an integral part of our success.Hybrid Working Contracts:We recognise the importance of work-life balance. That's why we offer hybrid contracts, allowing our employees to balance their time between home and the office. Our hybrid approach comprises 3 days working from home and 2 days in our Redhill offices in Surrey.Working Hours:Monday to Friday, 9 am to 5 pm. No expectation of evening, weekend, or bank holiday work involved.Salary:Up to £27,500, dependent on experience.Induction & Training:We prioritise your success in the role and provide a comprehensive 4-week training program. Our commitment is to equip you with the knowledge and resources needed to excel in your position.What You'll Be Doing:
Introduce new processes and procedures to reduce the volume, cost, and impact of complaints.
Ensure the quality of the complaint management and handling process.
Manage and respond to complaints within agreed processes and budgetary guidelines for compensation.
Handle all complaints referred to the Financial Ombudsman Service.
Respond to recurring correspondence with the complainant.
Assist in responding to information requests.
QualificationsEssential:
Previous experience in complaint handling or last resolution customer service
Excellent customer service skills.
Highly analytical with strong attention to detail.
Competent in thinking outside of policy terms for fair customer outcomes.
Fully computer literate (MS Office).
Excellent organisational and time management skills.
Willingness to take initiative and use judgment to solve problems and case work.
Ability to deliver results to agreed customer standards.
Collaborative and proactive team player.
Able to meet deadlines, handle multiple tasks, and work well under pressure.
Desirable:
Working knowledge of regulatory requirements and timescales for complaint handling under the FCA.
Additional language(s) - Desirable but not essential.
Good understanding of insurance principles and policy interpretation.
Apply Now: Given the anticipated high volume of applications, we reserve the right to close this advert earlier than the listed closing date. If you're ready to contribute to AXA's success, don't hesitate to apply and be part of our dedicated team.
