Complaints Resolution Handler

**About the role**:
We have a 12-month full time fixed term contract opportunity for a Complaints Resolution Handler to join us in our Birmingham, Ipswich, Morecambe or Teesside office.

Joining us as a Complaints Resolution Hander, you'll be an essential member of the team who are responsible for achieving fair and reasonable outcomes for our customers through effective investigation. You'll work with all areas of the Insurance business to understand the nature of the complaint and resolve in an efficient manner.

It's imperative all complaints receive a full, high quality and timely response that delivers the best outcome for the complainant. As part of your role, you'll need to feedback to business areas and relevant stakeholders to ensure that, as a business, we have the right operational needs in place for our customers.

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 from either our Birmingham, Ipswich, Morecambe or Teesside office.

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

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

**Induction & 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**:

- Recording, investigating, and resolving customer complaints in line with FCA timescales and KPI's.
- Liaising with other areas of the business to gain an understanding of the complaint and ensure all issues are understood and addressed.
- Ensuring that all work is carried out to a high level of accuracy and compliant with all company and other relevant standards/regulations, including keeping accurate and consistent records of investigations and decision making.
- Supporting the process of delivering feedback to business areas on their complaint's performance.
- Developing and maintaining industry knowledge of the latest regulatory guidance and business best practice to continually improve customer experience and ensure that customers consistently receive a fair outcome.
- Producing written responses to customers, the Financial Ombudsman Service and other third parties including comprehensive and high-quality Final Response Letters.
- Responding with a level of detail and quality that meets and/or exceeds customer expectations and addresses the root cause of the issue, providing appropriate operational fixes to customer issues, whilst ensuring regulatory requirements are met and all interactions with the customer are handled in a timely manner.

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

- Good working knowledge and competency in either Claims or Operational processes.
- Customer focused.
- Ensure the delivery of excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation.
- Use of 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 are of the required quality and meets expected standard set by both AXA and the regulator.
- Due to the fast-paced nature of this role, the successful applicant must be able 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 £21,466
- 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 3 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 lea