Complaints Handler

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 sound relationships is essential to our success and customer satisfaction. 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 in 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

You'll work full time, 35 hours per week, Monday to Friday, 9am to 5pm.

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.

Compliance

This role requires eligibility to work in the United Kingdom and adherence to regulatory screening requirements described above.