Travel Complaints Investigator

2 weeks ago

Redhill, United Kingdom Axa Full time

**Description**:
Here at AXA, Customers are at the heart of what we do. We thrive to do what’s best for them but sometimes we can disappoint them. That’s why we have our excellent Complaints Team on hand, ready to save the day and handle any issues. We’re currently looking for Complaints Investigators to join the Complaints Team in our Travel Department.

You’ll be there provide essential support to the business, to be responsible for the proper handling and resolution of customers’ complaints and underwriters’ queries. You’ll be involved in providing feedback to the business in the aim of reducing complaints. The role will be based in Redhill, with the option of home working 2-3 days a week.

**What you'll be doing**:

- Facilitate the introduction of new processes and procedures into the complaints area and other initiatives designed to reduce the volume, cost and impact of complaints.
- Assist in assuring the quality of output of the complaint’s management and handling process.
- Manage and respond to complaints within agreed processes and budgetary guidelines for payment of compensation.
- Assist in the management of complaints referred to Ombudsman service
- Answer recurring correspondence with the complainant.
- Assist in responding to information requests.

**Qualifications**:

- Strong Customer Service skills.
- Highly analytical with strong attention to detail.
- Collaborative, you'll be a proactive team player.
- Intermediate knowlege and experience of Excel and Word.
- Willingness to be flexible, self develop and use own initiative.
- Able to meet deadlines, handling multiple tasks at a time and work well under pressure.
- Working knowledge of regulatory requirements and timescales for complaint handling under the FCA desirable.

**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

AXA is proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

LI-Hybrid #partners1

**About AXA**:
AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.

Our mission: Empower people to live a better life. Our values: Customer First, Courage, Integrity and One AXA.

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.

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