Complaints Handler

**About the role**

We have an exciting opportunity for a Complaints Handler to join us in our Bolton, Glasgow, Haverhill, or Gloucester office. Working within Commercial Insurance, you’ll be managing complaints through to a fair outcome that’s right for both our customers and our business. Building strong relationships is key to our success and you’ll be driving improvements for our customers, all whilst working in a great team. So, if you have experience in claims or complaints handling within the insurance industry or financial sector, and a passion for investigation with a curious mind then this could be for you

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, at one of our AXA offices. We’re also happy to consider flexible working arrangements which you can discuss with your Reed Talent Solutions Consultant.

**What you’ll be doing**
- Act as an ambassador and champion for AXA’s customer values
- Ensuring the delivery of excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation
- Communicating effectively and ensure that all communications sent to the customer are of the required quality and meets the expectations set by both AXA and the regulator.
- Capture lessons learnt and ensure these are shared with the relevant people.

**Working Hours & Shift Pattern**:
You’ll work 35 hours per week, Monday to Friday from 9am until 5pm. No weekends or bank holidays required

**Induction & Training**:
Life at AXA Commercial is all about giving businesses the confidence to thrive. And we know the best way to do that is by investing in our own people, because whether it be our journey to digital transformation or our unwavering commitment to continuous employee development, creating enviable expertise and empowering our colleagues equips them to better protect our customers. You’ll benefit from role specific training for the first 2 weeks in the position which, will be fully office based and then you’ll be supported in the role by a buddy as you continue your development.

**About you**

**What we’re looking for**:

- Previous experience within Retail or Commercial Insurance Claims, significant previous complaints experience within insurance or financial services would be advantageous.
- An understanding of how to support customers with characteristics of vulnerability during the complaint process
- Excellent communication skills
- Strong business commercial awareness
- Ability to plan, prioritise and achieve deadlines

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 £23,000 - £25,000 dependent on experience
- 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**

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.

**Job Types**: Full-time, Permanent

**Salary**: £23,000.00-£25,000.00 per year

**Benefits**:

- Referral programme
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Haverhill

Reference ID: AXA00052