Complaints Handler

4 months ago

Glasgow, United Kingdom AXA UK Full time

**About the role**:
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.

**Working Hours & Shift Pattern**: Full time, 35 hours per week, Monday to Friday 9am and 5pm. No weekends or bank holidays.

**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**:

- 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.

**About you**:
**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
- Ability to plan, prioritise and achieve deadlines

As a precondition of employment for this role, you must be eligible and authorized to work in the United Kingdom.

**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 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 5 days leave
- AXA employee discounts
- Gym benefits

LI-Hybrid

**About AXA**:
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.

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.

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