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ORG Operational Excellence
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At AXA, we do all that we can to put our customers first and meet their needs. It's what drives us, motivates us and we achieve this on a global scale time and time again. However sometimes, things go wrong. If your speciality is complaints, we want to hear from you!


Salary: £22,189.86

Hours: 9-5pm Monday - Friday

 

 

A fantastic opportunity has arisen to work as part of AXA Assistance as a Complaints Investigator in our Customer Relations team. As a Complaints Investigator, you will be responsible for the proper handling and resolution of customers’ complaints and underwriters’ queries in accordance with regulatory timescales. As a Complaints Investigator you will be required to meet targets for completion of complaints, as agreed by and with the business.

 

 

 

Job Responsibilities

 

  •  Managing and Investigating Complaints in relation to motor and home emergency assistance
  • To provide essential support to the business, to be responsible for the proper handling and resolution of customers’ complaints in accordance with regulatory requirements and timescales, and to meet targets for resolution of complaints whilst maintaining high levels of quality.

  • To advise the customer of the decision made on the complaint first by telephone and then to confirm this in writing, confirming all regulatory rights.

  • To support and assist other team members in the resolution of complaints.

  • To 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.

  • To assist in assuring the quality of output of the complaints management and handling process.

  • To manage and respond to complaints within agreed processes, with appropriate levels of redress provided in light of the distress and inconvenience suffered by the customer.

  • To assist in the management of complaints referred to the Financial Ombudsman Service.

  • To participate in the provision of feedback to the business with the aim of reducing numbers of complaints and improving customer outcomes.

  • To answer recurring correspondence with the complainant.

  • To participate in the receipt and delivery of training relevant to the proper performance of the role.

 

 

 

 

As a Complaints Investigator for AXA you will be;

 

  • Someone with strong knowledge of regulatory requirements and timescales for complaint handling under the FCA

  • A competent organiser

  • Have good analytical skills

  • Possess great attention to detail

  • A pro active team player

  • Someone with ability to use initiative

  • An excellent time manager

  • Able to meet deadlines

  • A person with willingness to be flexible

  • Someone with excellent verbal and written communication skills to meet all needs of the team

  • Able to work under pressure

  • Able to use Excel and Word to an intermediate level

  • Willing to learn and to adapt to change

 

 

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