Complaints Investigator - 6 Month FTC

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 specialty is complaints, we want to hear from you!

A fantastic opportunity has arisen to work as part of AXA Travel Insurance as a Complaints Investigator on an initial 6 month FTC, 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.

 

Salary - £19,000-£22,000 depending on experience.

Hours - Monday - Friday 9-5pm.

 

Job Responsibilities

• 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 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 and budgetary guidelines for payment of compensation
• To assist in the management of complaints referred to Ombudsman service
• To participate in the provision of feedback to the business with the aim of reducing numbers of complaints
• To answer recurring correspondence with the complainant
• To assist in responding to information requests

As a Complaints Investigator for AXA you will be;

• Someone with strong organisational and analytical skills
• Able to maintain excellent levels of accuracy and attention to detail
• Be a pro-active team player
• Confident to use own initiative
• Have excellent time management skills
• Possess excellent communication skills to meet all needs of the team
• Have an ability to “get things done” and handle multiple tasks at a time
• Able to work under pressure
• Be efficient in the use Excel and Word at an intermediate level
• Be willing to learn and to adapt to change
  

 

What you’ll get in return

• Competitive salary plus annual bonus
• Access to our fantastic benefits package
• Amazing opportunities for internal progression