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Travel Complaint Resolution Specialist

3 months ago

Redhill, Surrey, United Kingdom AXA Group Full time

About AXA:
AXA Group stands as a global leader in insurance and asset management, dedicated to safeguarding and advising clients throughout their lives. Our offerings encompass a diverse range of products and services tailored to meet the needs of our clients in insurance, personal protection, savings, and asset management. With over 100 million clients worldwide, AXA is committed to evolving from a mere payer to a proactive partner, emphasizing risk prevention.

Role Overview:
In the role of a Travel Complaint Resolution Specialist, you will play a pivotal part in our esteemed Complaints Team within the Travel Department. Your primary responsibility will be to manage escalated complaints, offering crucial support and guidance to colleagues in resolving each investigation effectively. Following the completion of investigations, you will provide valuable feedback and suggest enhancements based on the complaints received.

Work Environment:
We offer a hybrid working model, allowing our employees to balance their time between home and the office. This arrangement is designed to accommodate individual work-life responsibilities while ensuring team collaboration and customer satisfaction. The typical work schedule consists of 35 hours per week, from Monday to Friday, with no expectations for evening, weekend, or bank holiday work.

Compensation:
The salary for this position is competitive, reaching up to £28,000, depending on experience.

Training and Development:
We provide a comprehensive four-week training program to equip you with the necessary knowledge and skills to excel in this role.

Key Responsibilities:

  • Facilitate the implementation of new processes and initiatives aimed at reducing complaint volume and enhancing efficiency.
  • Ensure the quality of complaint management and handling processes.
  • Manage and respond to complaints in accordance with established guidelines and budgetary constraints.
  • Handle all complaints referred to the relevant oversight authority.
  • Maintain correspondence with complainants as needed.
  • Assist in responding to information requests.

Candidate Profile:
Essential Qualifications:

  • Proven experience in complaint handling.
  • Exceptional customer service skills.
  • Strong analytical abilities with meticulous attention to detail.
  • Ability to think beyond policy terms to achieve fair outcomes for customers.
  • Proficient in computer applications (MS Office).
  • Excellent organizational and time management skills.
  • Proactive approach to problem-solving and case management.
  • Ability to deliver results in line with customer expectations.
  • Collaborative team player.
  • Capacity to manage multiple tasks and meet deadlines under pressure.

Desirable Attributes:

  • Familiarity with regulatory requirements for complaint handling.
  • Additional language proficiency.
  • Understanding of insurance principles and policy interpretation.

Eligibility:
To be considered for this role, candidates must be eligible and authorized to work in the United Kingdom.

Our Commitment:
At AXA, we value our employees and strive to create an inspiring workplace. We are dedicated to equal opportunities and welcome applications from diverse backgrounds. All successful candidates will undergo pre-employment checks to ensure compliance with regulatory standards.