Live Travel Complaints Investigator

2 weeks ago

Redhill, Surrey, United Kingdom AXA Partners Full time
Here at AXA, Customers are at the heart of what we do. We thrive to do what's best for them but sometimes we can disappoint them. That's why we have our excellent Complaints Team on hand, ready to save the day and handle any issues. We're currently looking for
Complaints Investigators to join the Complaints Team in our Travel Department.


AXA are proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities.

We're happy to offer
hybrid working on a permanent basis if this is suitable for you, this is a split between 2 days at home and 3 days in our
Redhill offices in Surrey to give you that extra work life balance.


Working Hours:
We're pleased to be able to offer full and part-time hours for this role.

  • Our Complaints Investigators work
    Monday to Friday 9am to 5pm so there is no expectation of evening, weekend, or bank holiday work involved

Salary:
Full time salary for this role is up to £26,000 dependent on experience.

Induction & Training:

We provide 4 weeks fully comprehensive training for this role. It's important to us that we give you all the material and knowledge needed to succeed in this role.

What you'll be doing:

  • To manage all escalations, handle complaints and ensure feedback and coaching is delivered to concerned staff resulting in improved service performance
  • To ensure that any complaints arising from assistance and claims are responded to promptly to deliver the best possible customer outcomes
  • Compliance with all relevant legal and regulatory standards is mandatory and in particular the requirements of the Financial Conduct Authority and the Central Bank of Ireland.
  • Full accountability for ensuring Compliance with complaint handling delivery
  • Authorise claims to promote good customer experience
  • Process claims as necessary to ensure complaint is handled promptly
  • To participate in the provision of feedback to the business to drive improvements across all service areas.
  • To support training teams when required to drive new processes following complaint data reviews
  • Deliver timely feedback and coaching to staff on errors.

Your Profile What you'll need**:

  • Strong Customer Service skills.
  • Highly analytical with strong attention to detail.
  • Collaborative, you'll be a proactive team player.
  • Intermediate knowlege and experience of Excel and Word.
  • Willingness to be flexible, self develop and use own initiative.
  • Able to meet deadlines, handling multiple tasks at a time and work well under pressure.
  • Working knowledge of regulatory requirements and timescales for complaint handling under the FCA desirable.

About AXA
AXA Group is the worldleader in insurance and asset management.

We protect and advise our clients atevery step in their lives, by offering products and services which satisfytheir needs in the areas of insurance, personal protection, saving and assetmanagement.

AXA is the leading insurance brand worldwide, with over 100 millionclients. We are transforming from payer to partner for our client, with astrong focus on risk prevention.

Our mission:
Empower people to live a better life.

Our values:
Customer First, Courage, Integrity and One AXA.

About the Entity


AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.

AXA Partners' role is also to implement innovative solutions emerging from the AXA Innovation unit.

Our mission is to help our Corporate clients to enrich their customers' experience, with more than 9,000 employees at their service anywhere, anytime.


What We Offer
One of the best things about joining AXA is our rewards package.

At AXA Partners, 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:

  • Group Personal Pension Plan
  • Annual company & performancebased bonus
  • Life Assurance 4x salary
  • Private Healthcare benefit
  • 22 days holiday plus Bank Holidays
  • AXA employee discounts


AXA is proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities.

We're happy to discuss flexible working arrangements for this role, should this be a requirement for you.

partners1 #LI-Hybrid

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