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Complaints Investigator - 6 Month FTC

ORG Operational Excellence

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




  • A background in insurance/financial services will be advantageous alongside a proven track record within a customer service/complaints position.
  • Proficient in the use of Excel at an intermediate level.

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