Complaints Investigator

6 months ago

Redhill, United Kingdom AXA Partners Full time

We’re currently recruiting for Complaints Investigator to join our **Redhill contact centre**, we see ourselves as one big team, so you’ll enjoy working as an effective team player. You’ll be responsible for providing essential support to the Home Emergency and Motor Breakdown business by handling and resolving customer’s complaints, in accordance with our regulations. In this fast-paced varied role, you’ll manage the allocation of incoming complaints and non-complaints across the Live Complaints and Customer Relations team.

Additionally, to expand your own knowledge, you’ll have the opportunity to support other team members in the resolution of complaints, handling and resolving escalated calls, making decisions on complex cases. At AXA we’re adopting a **Hybrid** way of working, empowering our people to balance their time between home and our **Redhill office** in a way that works best for them, their team and our customers.

**What you'll be doing**:

- Ensure the delivery of excellent customer service by reaching an amicable resolution and processing customer payments in line with company procedures and regulatory timeframes.
- Liaise with the Claims department, contributing to meetings and relaying points of discussion, to drive improvements across all service areas.
- Assist in responding to information requests identifying any breaches or red flags.
- Utilise your communication skills to build great relationships with our team and customers.

**Working Hours & Shift Pattern**: Full Time, 35 hours per week. Monday to Friday, 9am to 5pm

The role will be a 7 month fixed term contract initially with the possibility for permanent contract depending on business conditions.

**Training**: At AXA we share a common purpose; to act for human progress by protecting what matters. We rely on people, just like you, to make this a reality. We thrive on helping you become the best version on yourself. Throughout your career with us, we’ll provide you with all the support and training necessary to enhance your professional development.

**Your Profile** What You'll Need**:

- Exceptional Customer Service skills.
- Previous complaints handling experience is desirable, but not essential.
- Thrive under pressure and feel comfortable managing multiple tasks simultaneously.
- Great at using your initiative and have a keen eye for detail.
- Confident and resilient person who’s able to remain calm and professional even when facing challenging situations.

**About AXA**

AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong 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:

- Competitive annual salary
- Contributory pension scheme
- Life Assurance (up to 4 x annual salary)
- 22 days annual leave plus Bank Holidays
- Private Healthcare
- AXA employee discounts

AXA Partners 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.

LI-Hybrid

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