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PCI Property & Casualty Insurance
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Head Office / Corporate Centre UK
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Join the number 1 global insurance brand as a Complaints Team Manager and develop your career with a world leader.


You will be accountable for the complaint service delivery provided by Complaint Handlers for AD&P, understanding drivers for customer dissatisfaction and advising local operations on continuous improvement to service and products. 


Your Key accountabilities will be to: 


  • Drive efficient and quality service delivery for resolution of complaints and delivery of fair outcomes, to meet the requirements of AXA D&P, FCA, Partners and AXA UK Group. 
  • Responsible for the identification and analyse of the root cause of customer dissatisfaction, and present the findings  to support the improving of customer experience and products.
  • Presentation of team performance, trends and themes to senior management
  • Proactively build and maintain own and team awareness of current FCA, Financial Ombudsman, AXA UK Group and industry approach to complaint handling to anticipate and act on relevant changes
  • Responsible for the effective operation of the local complaints team, its processes, procedures and reporting in an effective and efficient manner. 
  • Responsible as the immediate escalation point for challenging or high profile complaints, including ‘red flag’ complaints from media or CEO office
  • Motivate and develop team & individual capabilities to deliver a high quality service delivery and complaints handling excellence, to drive good quality outcomes, customer advocacy and minimise audit failures.
  • Be an advocate of the wider Quality Function in the local site to drive awareness and encourage buy in and to support a collaborative approach to improving customer experience for AXA D&P 
  • Accountability for their team’s RICA controls and for maintaining ongoing review of operational and conduct risks aligned to their teams activities
  • Work collaboratively with Customer Resolution management team and the wider Complaints teams across our sites to ensure efficient, consistent and quality service delivery across the function.
  • Provide support as directed to the Head of Customer Resolution including the delivery of project related activities as directed




The ideal candidate will have: 


  • Intelligent, confident, outgoing with highly developed verbal and written communication and organisational skills.
  • Strong ability to self-motivate and work remotely without close supervision
  • Ability to positively resolve conflict with customers and internal stakeholders
  • Ability to present a strong, compelling and professional case to justify and influence decisions
  • Ability to build and maintain cross site relationships
  • Knowledge of D&P Structure
  • Good knowledge of complaints process
  • Ability to lead the development and maintenance of relationships with key internal and external stakeholders at all levels
  • Good knowledge of FCA, FOS and AXA Group complaint handling policies
  • Ability to manage and promote change
  • Ability to develop and motivate a team of people


 


 

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