We have an exciting opportunity for a Complaints Handler to join us in our Bolton, Glasgow or Haverhill 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 experience in complaints handling within the insurance industry or financial sector then this could be the role for 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 40% of your week away from home, either at our Bolton, Glasgow or Haverhill office.
We're also happy to consider flexible working arrangements, such as part-time or condensed hours, which you can discuss with Talent Acquisition.
Working Hours & Shift Pattern: Full time, 35 hours per week, Monday to Friday 9am and 5pm. No weekends or bank holidays.
Induction & Training:
Providing a Career Development Framework that is reviewed every six months for two years with your manager, giving you clear career progression. Full training and support you need to make a difference, no matter the stage of your career. Once you're up to speed in your new job, there's also the chance to study for a professional Chartered Institute of Insurers (CII) qualification, paid for and supported by AXA.
What you'll be doing:
- Ensure the delivery of excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation.
- Use 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 fast pace nature of this role, the successful applicant must be able to plan, prioritise and achieve deadlines.
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.
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.
What we’re looking for:
- Previous complaints handling experience within the insurance industry or financial services is essential
- The ability to impartially review complaints, ensuring a fair outcome for customers
- Understanding of how to support customers with characteristics of vulnerability during the complaint process
- Ability to influence people and situations to achieve optimum results
- Strong business commercial awareness and advanced analytical skills
- Ability to deliver change effectively under varying circumstances
- Excellent communication skills, both writing and verbal
As a precondition of employment for this role, you must be eligible and authorized 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.
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 of up to £25,000
- Annual company & performance-based bonus
- Contributory pension scheme (up to 12% employer contributions)
- Life Assurance (up to 10 x annual salary)
- 25 days annual leave plus Bank Holidays
- Opportunity to buy up to 5 extra days leave or sell up to 3 days leave
- AXA employee discounts
- Gym benefits
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 health condition or disability and require reasonable 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 laura.venables@axa-uk.co.uk.
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With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.
But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.
You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.
Every large company today talks about supporting diversity and inclusion. But at AXA UK, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.
Proud to be part of the AXA Group, a global insurance brand and a worldwide leader in financial services, AXA Insurance businesses employ over 5,500 in a network of offices across the UK. Our expert teams care for a huge range of customers, helping them protect their cars, homes and businesses against life’s uncertainties. Whether bought directly, through brokers or through a number of corporate partners, our market-leading products are trusted by millions.