Complaints Investigator

6 months ago

Redhill, United Kingdom Reed Talent Solutions Full time

**Salary**: Up to £27,500 dependent on experience
**Location**: Redhill, Surrey (Hybrid Working)

**Job Type**: Full-time, 6 month Fixed-Term Contract

**Are you Passionate about ensuring customer satisfaction and resolving issues with precision and care? Do you have a keen eye for detail and a knack for problem-solving? If so, we have an exciting opportunity for you**

Join AXA’s Travel Department as a Complaints Investigator and play a pivotal role in maintaining our commitment to customer satisfaction. We are looking for a dedicated individual who can handle escalations and complaints with professionalism and care, ensuring our customers feel heard and valued.

**Day to Day of the Role**
- Handle all complaints referred to the Financial Ombudsman Service.
- Respond to recurring correspondence with the complainant.
- Assist in responding to information requests.
- Work collaboratively with team members to improve customer service and complaint resolution.
- 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.

**Key accountabilities**

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.

**Skills & experience**
- Previous experience in complaint handling or last resolution customer service.
- Excellent customer service skills with a strong focus on resolving issues fairly and efficiently.
- Highly analytical with strong attention to detail.
- Competent in thinking outside of policy terms for fair customer outcomes.
- Fully computer literate with proficiency in MS Office.
- Excellent organisational and time management skills.
- Proactive approach to problem-solving 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) are desirable but not essential.
- Good understanding of insurance principles and policy interpretation.

**Hybrid Working Contracts**:
AXA recognise the importance of work-life balance and offer hybrid contracts allowing employees to balance their time between home and the office. The hybrid approach comprises 3 days working from home and 2 days in the Redhill offices in Surrey.

**Working Hours**:
Monday to Friday, 9 am to 5 pm. No expectation of evening, weekend, or bank holiday work involved.

**Benefits**:

- Hybrid working model with 3 days from home and 2 days in the office.
- No evening, weekend, or bank holiday work.
- Comprehensive 4-week training program to ensure success in the role.
- Work-life balance prioritised with a structured working schedule.

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

**Experience**:

- Statement Taking: 1 year (preferred)
- Investigations: 1 year (preferred)

Licence/Certification:

- Driving (preferred)

Work Location: Hybrid remote in Redhill, RH1 1WS

Reference ID: AXA00071

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