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Complaints Investigator - 6 Month FTC

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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 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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