Commercial Complaints Team Leader

6 months ago

Glasgow, United Kingdom AXA UK Full time

**About the role**:
We have an opportunity for a dynamic and experienced Team Leader to join AXA's Commercial Complaints in our Glasgow office. Reporting into the Chief Operating Office, you will lead a team of dedicated Complaint Handlers who investigate AXA's Property, Motor and Liability complaints.

As a Team Leader you will create every opportunity to enable your team to thrive. Motivating and coaching them to ensure we achieve fair customer resolutions with professionalism and empathy. You'll also have opportunities to collaborate across the department, influencing growth, efficiencies and change within Complaints and the Commercial Claims business.

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 one of our office locations, visiting clients or attending industry events. 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**
- Oversee your teams' relationship & awareness with the FOS, FCA and regulatory SLA's
- Observe trends with a view to improve operational processes and drive best practice across the business
- Identify risks, root cause analysis and implement controls, presenting findings and recommendations to relevant stakeholders
- Lead relationships with key internal and external stakeholders
- Provide support as directed by the Head of Complaints including project delivery activities

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

- Ideally, you will have operational experience as a Complaint Team Leader within a regulated business
- Working knowledge of insurance principles, products, policies and insurance sales regulations would be an advantage
- In depth knowledge of FCA and FOS is required
- Experience of enabling a team to thrive through hybrid working
- Able to lead continuous improvement & training within your team
- Professional ability to justify and influence decisions
- Effective communicator - report writing, creating and delivering presentations, and engaging business stakeholders

As a precondition of employment for this role, you must be eligible and authorised to work in the United KingdomWhat We Offer

**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
- Annual company & performance-based bonus
- Discretionary 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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