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Travel Complaint Resolution Specialist

3 months ago

Redhill, Surrey, United Kingdom AXA Group Full time

About the Role

At AXA, our customers are our priority. We strive to provide exceptional service, but we recognize that there are times when we may fall short. To address this, we have a dedicated Complaints Team within our Travel Department, and we are seeking a skilled Complaints Investigator to enhance our efforts.

Your Responsibilities

As a Complaints Investigator, you will be tasked with managing escalated issues and complaints, offering vital support and direction to colleagues in resolving each complaint investigation. After concluding your investigations, you will provide constructive feedback and suggest enhancements based on the complaints received. We operate as a cohesive unit, and we value effective teamwork. We invite you to contribute to our collective success.

Work Environment

We offer hybrid work arrangements, allowing our employees to find a balance between remote work and office presence that suits their needs, their teams, and our customers. AXA is committed to supporting our employees' diverse work-life responsibilities. Our hybrid model typically involves two days working from home and three days in the office.

Working Hours

Our Complaints Investigators work a standard 35-hour week, from Monday to Friday, 9 AM to 5 PM, with no expectations for evening, weekend, or holiday shifts.

Compensation

The salary for this position is competitive, with a maximum of £28,000, depending on experience.

Training and Development

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

Key Duties Include:

  • Facilitating the implementation of new processes and initiatives aimed at reducing complaint volume and enhancing efficiency.
  • Ensuring the quality of the complaint management process.
  • Managing and addressing complaints within established guidelines and budgetary constraints.
  • Handling complaints escalated to the Financial Ombudsman Service.
  • Responding to ongoing correspondence with complainants.
  • Assisting in fulfilling information requests.

Given the anticipated volume of applications, we may close this listing earlier than planned to manage interest effectively.

Your Qualifications

To succeed in this role, you will need:

  • Prior experience in complaint handling.
  • Outstanding customer service abilities.
  • Strong analytical skills and meticulous attention to detail.
  • The capacity to think beyond standard policies to achieve fair outcomes for customers.
  • Proficiency in computer applications (MS Office).
  • Excellent organizational and time management skills.
  • A proactive approach to problem-solving and case management.
  • The ability to deliver results that meet customer expectations.
  • A collaborative spirit, as you will be a vital team player.
  • The ability to manage multiple tasks and meet deadlines under pressure.

Preferred Qualifications:

  • Familiarity with regulatory requirements and timelines for complaint handling under the FCA.
  • Proficiency in additional languages.
  • A solid understanding of insurance principles and policy interpretation.

To be eligible for this position, you must have the right to work in the United Kingdom.

About AXA

AXA Group is a global leader in insurance and asset management, dedicated to protecting and advising clients throughout their lives. We offer a 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 transforming from a payer to a partner, focusing on risk prevention.

Our Mission: Empowering individuals to lead better lives.

Our Values: Customer First, Courage, Integrity, and One AXA.

About AXA Partners

AXA Partners is a division of AXA that provides a diverse array of solutions in assistance services, travel insurance, and credit protection. Our mission is to enhance the customer experience for our corporate clients, supported by a dedicated team of over 9,000 employees available to assist anytime, anywhere.

What We Offer

At AXA, we value our employees and regularly review our rewards package to reflect this. Benefits include:

  • Group Personal Pension Plan
  • Annual company and performance-based bonuses
  • Life Assurance at 4x salary
  • Private Healthcare benefits
  • 22 days of holiday plus Bank Holidays
  • AXA employee discounts

We are committed to supporting our employees' diverse needs and are open to discussing flexible working arrangements for this role.

At AXA, we aspire to be one of the most inspiring companies to work for, and to achieve this, we seek the best talent. Our selection process is fair and equitable, and we welcome applications from all backgrounds. As a financial services provider, all successful candidates will undergo pre-employment checks to ensure regulatory compliance.