Commercial Complaints Handler

**Description**:
We have an exciting opportunity for Commercial Complaints Handler to join us in our Bolton, Glasgow or Haverhill office. Working within our Commercial Insurance Department, you'll be working with some great people, so your ability to build strong relationships will be key to the success of our department and driving customer improvement. We see ourselves as one big team, therefore you'll take pride in working as an effective team player. So, if you experience in complaints handling within the insurance industry or financial sector then this could be the role for you

Joining us as a Commercial Complaints Handler, you'll be an essential member of the team helping our customers over the phone, by handling their complaints with empathy and providing fair a fair outcome. You'll have strong communication skills, with the ability to solve all queries in a timely and professional manner. We always put the Customer First in everything we do, so we want someone who strives to go the extra mile for them. At AXA we're adopting a Hybrid way of working, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers.

**Working Hours & Shift Pattern**: Full time, 35 hours per week over 5 days, 8-hour shifts between the hours of 9am and 5pm.

**What you'll be doing**:

- Ensure the delivery of excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation.
- Use your initiative as well as information recourses available, to provide the best outcome for the customer.
- Communicating effectively over the phone and ensuring that all letters sent to the complainant is of the required quality and meets expected standard set by both AXA and the regulator.
- Escalation to all Commercial Insurance areas, to understand the nature of the complaint and resolve in an efficient manner.
- Due to the fast pace nature of this role, the successful applicant must be able to plan, prioritise and achieve deadlines.

**Qualifications**:

- Previous complaints handling experience within the insurance industry or financial services is essential
- The ability to impartially review complaints, ensuring a fair outcome for customers
- Understanding of how to support customers with characteristics of vulnerability during the complaint process
- Ability to influence people and situations to achieve optimum results
- Strong business commercial awareness and advanced analytical skills
- Ability to deliver change effectively under varying circumstances
- Excellent communication skills, both writing and verbal

As a precondition of employment for this role, you must be eligible and authorized to work in the United Kingdom.

**What we offer**:
One of the best things about joining AXA is our rewards package. At AXA UK, 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 annual salary of up to £25,000 depending on experience
- Annual company & performance-based bonus
- Contributory pension scheme (up to 12% employer contributions)
- Life Assurance (up to 10 x annual salary)
- 25 days annual leave plus Bank Holidays
- Opportunity to buy up to 5 extra days leave or sell up to 3 days leave
- AXA employee discounts
- Gym benefits

Our ambition is to become one of the most inspiring companies to work for, as such we’re committed to supporting employee needs, providing meaningful career development and celebrating differences. We understand that everyone has individual work and home life responsibilities, therefore we’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

LI-Hybrid #insurance1

**About AXA**:
With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.

But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things - nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Every large company today talks about supporting diversity and inclusion. But at AXA UK, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone - regardless of difference.

Proud to be part of the AXA Group, a global insurance brand and a worldwide leader in financial services, AXA Insurance businesses employ over 5,500 in a network of offices across the UK. Our expert teams care for a h