Complaints Investigator

Join Our Team as a Complaints Investigator - Help Us Deliver Fairness and Trust
Are you passionate about ensuring customers are treated fairly and their concerns are resolved with integrity? Do you thrive in a role that requires attention to detail, analytical thinking, and excellent communication? Come and make a difference at AXA Partners UK as a Complaints Investigator, where you'll play a key part in upholding our high standards of customer care and regulatory compliance.

What You'll Be Doing
As a Complaints Investigator, you'll oversee the full resolution process for customer complaints, ensuring every case is handled with professionalism, empathy, and accuracy. Your work directly impacts customer satisfaction, regulatory adherence, and continuous improvement. Your main responsibilities include:

• Managing complaints from start to finish - investigating, evaluating, and resolving issues related to motor breakdown, home emergency cover, car hire excess, and travel claims.
• Communicating clearly and empathetically - informing customers of decisions by phone and confirming outcomes in writing, always respecting their rights.
• Supporting colleagues - sharing insights and best practices to reduce complaint volume and improve handling quality.
• Providing appropriate redress - considering each customer's distress and inconvenience to determine fair solutions.
• Handling escalations and referrals - supporting cases referred to the Financial Ombudsman Service when necessary.
• Maintaining accurate records - ensuring all complaint details are documented thoroughly and in compliance with FCA guidelines.
• Contributing to continuous improvement - providing feedback to enhance products, services, and complaint processes.
• Participating in training and development - staying updated with regulatory changes and best practices to enhance your skills.
• This role offers an engaging opportunity to influence positive customer outcomes and uphold our reputation for fairness, transparency, and excellent service.

What You'll Bring
To succeed in this role, you'll need:

• Strong knowledge of FCA complaint handling regulations and timescales.
• Excellent communication skills - able to listen, explain, and write clearly and professionally.
• Attention to detail - ensuring thorough and accurate investigation and record-keeping.
• Analytical mindset - capable of assessing complaints objectively and identifying root causes.
• Self-motivation and a proactive attitude - eager to support your team and improve processes.
• Good organisational skills - managing multiple cases and deadlines effectively.
• Flexibility and resilience - comfortable working under pressure and adapting to changing priorities.
• Intermediate skills in Excel and Word - for record management and reporting.
• Willingness to learn and develop - embracing ongoing training and regulatory updates.
• Desirable: Previous complaint handling experience in 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 fairness and integrity.
• Contribute to a positive customer experience and uphold the highest standards of conduct.
• Enjoy a permanent role with flexible working options (hybrid working: 2 days remote, 3 days in-office).
• Receive ongoing training, development opportunities, and a supportive team environment.
• Play a vital role in reducing complaints, improving services, and ensuring customer trust.

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:

• GBP25,900 annual base 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)