Complaints Investigator 12 Month Fixed Term

Job Description:

Join Our Team as a Complaints Investigator – Make a Positive Impact Every Day

Are you passionate about delivering fair, thorough, and empathetic customer service? Do you thrive in a role that challenges your analytical skills and offers the chance to make a real difference? Join AXA Partners UK as a Complaints Investigator and be at the forefront of resolving customer concerns with professionalism and integrity.

What you'll be doing:

As a Complaints Investigator, you'll oversee the entire complaints process, ensuring every customer's voice is heard and their concerns are addressed promptly and fairly. Your role is vital in maintaining trust, improving our services, and ensuring compliance with regulatory standards.

Your main missions include:

• Managing complaints from start to finish – investigating, assessing, and resolving issues related to motor breakdown, home emergency cover, car hire excess, and travel claims.
• Providing clear, empathetic communication – calling customers first to explain decisions and confirming outcomes in writing, always respecting regulatory rights.
• Supporting continuous improvement – sharing insights to reduce complaint volume, cost, and impact through proactive initiatives.
• Handling complaints with appropriate redress – considering the customer's distress and inconvenience to determine fair solutions.
• Collaborating with internal teams and external bodies – supporting the resolution process and managing escalations, including complaints referred to the Financial Ombudsman Service.
• Maintaining accurate records – ensuring all complaints are documented thoroughly and in line with internal and regulatory standards.
• Participating in training and development – staying up-to-date with best practices and regulatory changes to enhance your skills.
• Contributing to a positive team culture – sharing feedback, supporting colleagues, and driving initiatives to improve customer outcomes.
• This role offers a rewarding opportunity to make a meaningful difference in customers' lives while contributing to a culture of fairness, transparency, and continuous improvement.

What you'll bring:

To excel as a Complaints Investigator, you'll need:

• Strong knowledge of FCA complaint handling requirements and regulatory timescales.
• Excellent communication skills – able to handle sensitive conversations with empathy and professionalism, both verbally and in writing.
• Attention to detail – ensuring accurate records and thorough investigations.
• Analytical mindset – able to assess complaints objectively and identify root causes.
• Self-motivation and a positive attitude – proactive in resolving issues and supporting team goals.
• Excellent organisational and time management skills – capable of meeting deadlines and managing multiple cases.
• Flexibility and adaptability – willing to support the team and handle changing priorities.
• Intermediate skills in Excel and Word – to maintain records and prepare reports.
• Willingness to learn and grow – embracing ongoing training and development opportunities.
• Desirable: Previous experience in complaint handling within a regulated environment, knowledge of AXA products, or language skills to support a diverse customer base.

Why join us?

• Be part of a reputable, inclusive organisation committed to fair treatment and continuous improvement.
• Work in a collaborative environment that values your contribution.
• Benefit from training, development, and a supportive team culture.
• Contribute to a positive customer experience and uphold the highest standards of integrity.

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 Partners, 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 Salary
• 22 days rising to a maximum of 27 days (based on a 5 day week)
• Retail Discounts
• Company Shareplan /Scheme & Loan
• Cycle2Work Scheme
• Discounted Home Insurance
• Employee Assistance Scheme
• Discounted Gym Membership
• Free Financial Education/Pension Seminars

To apply, click on the 'apply' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response -

Who we are:

We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters.

Join a company that helps protect the forests At AXA Partners, we plant a tree for every new recruit (with a permanent contract)

Salary: Starting salary 25900