Early Resolution Complaints Handler

7 days ago

Royal Tunbridge Wells, United Kingdom AXA UK Full time

**About the role**:
We're looking for an inquisitive person to join our team of Global Health Early Resolution Complaint Handlers. Based in our Customer Service team you'll provide an outstanding service to our customers, demonstrating that we're passionate about reaching the right outcome to their complaint.We'll invest time in your ongoing individual training and learning, giving you a level of independence and decision-making you may not have previously experienced in other jobs.

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. We're also happy to consider flexible working arrangements, such as part-time or condensed hours, which you can discuss with Talent Acquisition.

**What you'll be doing**:

- Ensure all early resolution complaints are managed within three working days or in line with relevant regulatory timescales.
- You'll have a balanced view, seeing the needs of our customers alongside those of the business.
- With full responsibility for your own caseload, you'll make use of your time management and prioritisation skills.
- Research customers' complaints, using a variety of different systems and tools, including Respond. Once you've reviewed all the information you've sourced, you'll contact the customer with your decision.
- Explain your decisions with clarity and confidence and be mindful that the customer is likely to be going through a difficult time in relation to their health or that of a family member.
- Provide support, guidance and advice to less experienced team members.
- Your job is crucial to identifying areas of improvement too, allowing us to make create a better experience for our customers.

**About you**:
**What we’re looking for**:

- Outstanding communication skills. You’ll demonstrate empathy and clearly communicate a lot of information by letter and over the phone, without losing key messages.
- Attention to detail including excellent spelling, punctuation and grammar are critical.
- Ability to solve problems and make important choices.
- Strong relationship management skills and ability to liaise confidently and clearly at all levels, including CEO and Director.
- Resilience, able to work under pressure to tight deadlines.
- Experience of International PMI (IMPI) desirable.

As a precondition of employment for this role, you must be eligible and authorised 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 £27,000
- 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

**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, 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, AXA - Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical checkup to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 55 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East.

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