Travel Complaints Investigator

Are you ready to embark on an exciting journey as a Complaints Investigator?

We place our customers at the centre of everything we do. While we strive to provide the best service, we understand that there might be times when we fall short. That's why our dedicated Complaints Team plays a crucial role in addressing concerns and to enhance the customer journey and experience.

This role sits within our Travel Department and as our new Complaints Investigator, you will be at the forefront of handling escalations and complaints within regulatory timelines, offering vital support and guidance to fellow team members in the resolution of each case. Your role involves conducting thorough investigations, and where necessary, providing valuable feedback to suggest improvements based on received complaints.

You’ll be working Monday - Friday 9am - 5pm. We offer Hybrid working contracts which gives you the chance to have a work/life balance, we ask you attend our office in Redhill a minimum of 2 days per week.

What will my day look like?
- Responding to customers, clients and underwriters’ notifications of complaints.
- Advising customers of complaint decisions and confirm in writing.
- Sharing initiatives to reduce the volume, cost, and impact of complaints.
- Managing and responding to complaints within agreed processes and budgetary guidelines.
- Assisting in the management complaints referred to Ombudsman service.
- Ensuring effective and timely administration of complaints and providing feedback to the business on improvement opportunities

**Your Profile**
Essential:

- Previous Complaints Handling experience.
- Knowledge of regulatory requirements and timescales
- Self-motivated with a can-do attitude
- Competent organiser with analytical and attention to detail skills
- Proactive team player with the ability to use initiative.
- Ability to meet deadlines and willingness to be flexible.
- Excellent communication skills and ability to handle multiple tasks under pressure.
- Intermediate level proficiency in Word
- Willingness to learn and adapt to change.

Desirable:

- Knowledge of Travel Insurance.
- Previous experience with Respond Complaints Management system.

**About AXA**

AXA Group is the worldleader in insurance and asset management. We protect and advise our clients atevery step in their lives, by offering products and services which satisfytheir needs in the areas of insurance, personal protection, saving and assetmanagement. AXA is the leading insurance brand worldwide, with over 100 millionclients. We are transforming from payer to partner for our client, with astrong focus on risk prevention.

Our mission:Empower people to live a better life.

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

**About the Entity**

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection. AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit. Our mission is to help our Corporate clients to enrich their customers’ experience, with more than 9,000 employees at their service anywhere, anytime.

**What We Offer**
One of the best things about joining AXA is our rewards package. 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:

- Group Personal Pension Plan
- Annual company & performance-based bonus
- Life Assurance 4x salary
- Private Healthcare benefit
- 22 days holiday plus Bank Holidays
- AXA employee discounts