Commercial Complaints Handler
Description
We have an exciting opportunity for a Complaints Handler to join our team in our Bolton, Glasgow, Haverhill or Gloucester office. Working within our Commercial Insurance Department, you'll be working with some great people, so your ability to build strong relationships will be key to the success of our department and driving customer improvement. We see ourselves as one big team, therefore you'll take pride in working as an effective team player. So, if you have experience in complaints handling, a keen eye for detail, and a commitment to fairness, we want to hear from you!
Joining us as a Complaints Handler, you'll be an essential member of the team helping our customers over the phone, by handling their complaints with empathy and providing a fair outcome. You'll have strong communication skills, with the ability to solve all queries in a timely and professional manner.
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%) towards the end of 2025. Away from home means attendance at one of our listed office locations.
Working Hours & Shift Pattern: Full time, 35 hours per week, Monday to Friday 9am until 5pm. No weekends or bank holidays.
We're also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.
What you'll be doing:
• Ensuring the delivery of excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation.
• Using your initiative as well as information recourses available, to provide the best outcome for the customer.
• Communicating effectively over the phone and ensuring that all letters sent to the complainant is of the required quality and meets expected standard set by both AXA and the regulator.
• Escalation to all Commercial Insurance areas, to understand the nature of the complaint and resolve in an efficient manner.
Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we're able to effectively manage interest. Therefore, if you're interested in joining us at AXA, please don't hesitate to apply.
What you'll bring:
• Previous complaints handling experience essential, within the insurance industry or financial services preferred.
• Experience working within Claims complaints advantageous.
• Ability to influence people and situations to achieve optimum results.
• Understanding of how to support customers with characteristics of vulnerability during the complaint process.
• Strong business commercial awareness and advanced analytical skills.
• Ability to deliver change effectively under varying circumstances.
• Excellent communication skills, both written and verbal.
• Ability to plan, prioritise and 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.
What we offer
At AXA UK, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:
• Competitive annual salary
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• Private health cover
• 25 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• Wellbeing services & resources
• AXA employee discounts
To apply, click on the 'apply for this job' 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 sophie.2.guest@axa-uk.co.uk.
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Who we are:
AXA Commercial protects businesses, from multinationals to micro start-ups, giving them the confidence to thrive. We're currently making our biggest ever investment to develop the expertise and skills we need to be the best. We're a vibrant community where everyone is supported to learn, develop, and take ownership of their work.