- Introduce new processes and procedures to reduce the volume, cost, and impact of complaints.
- Ensure the quality of the complaint management and handling process.
- Manage and respond to complaints within agreed processes and budgetary guidelines for compensation.
- Handle all complaints referred to the Financial Ombudsman Service.
- Respond to recurring correspondence with the complainant.
- Assist in responding to information requests. Your Profile
- Previous experience in complaint handling or last resolution customer service
- Excellent customer service skills.
- Highly analytical with strong attention to detail.
- Competent in thinking outside of policy terms for fair customer outcomes.
- Fully computer literate (MS Office).
- Excellent organisational and time management skills.
- Willingness to take initiative and use judgment to solve problems and case work.
- Ability to deliver results to agreed customer standards.
- Collaborative and proactive team player.
- Able to meet deadlines, handle multiple tasks, and work well under pressure.
- Working knowledge of regulatory requirements and timescales for complaint handling under the FCA.
- Additional language(s) - Desirable but not essential.
- Good understanding of insurance principles and policy interpretation. About AXA
- Group Personal Pension Plan
- Annual company & performance-based bonus
- Life Assurance 4x salary
- Private Healthcare benefit
- 22 days holiday plus Bank Holidays
- AXA employee discounts
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Travel Complaints Investigator - Redhill, United Kingdom - AXA Group
Description
Join Our Complaints Team at AXA - Travel Department
At AXA, we place our customers at the centre of everything we do. While we strive to provide the best service, we understand that there might be times when we fall short. That's why our dedicated Complaints Team plays a crucial role in addressing concerns. We are currently seeking a motivated and experienced Complaints Investigator to join our dynamic team within the Travel Department.
Key Role Responsibilities:
As a Complaints Investigator, you will be at the forefront of handling escalations and complaints, offering vital support and guidance to fellow team members in the resolution of each case. Your role involves conducting thorough investigations, and where necessary, providing valuable feedback to suggest improvements based on received complaints. At AXA, we value collaboration and effective teamwork, and we invite you to be an integral part of our success.
Hybrid Working Contracts:
We recognise the importance of work-life balance. That's why we offer hybrid contracts, allowing our employees to balance their time between home and the office. Our hybrid approach comprises 3 days working from home and 2 days in our Redhill offices in Surrey.
Working Hours:
Monday to Friday, 9 am to 5 pm. No expectation of evening, weekend, or bank holiday work involved.
Salary:
Up to £27,500, dependent on experience.
Induction & Training:
We prioritise your success in the role and provide a comprehensive 4-week training program. Our commitment is to equip you with the knowledge and resources needed to excel in your position.
What You'll Be Doing:
Essential:
Desirable:
AXA Group is the worldleader in insurance and asset management. We protect and advise our clients atevery step in their lives, by offering products and services which satisfytheir needs in the areas of insurance, personal protection, saving and assetmanagement. AXA is the leading insurance brand worldwide, with over 100 millionclients. We are transforming from payer to partner for our client, with astrong focus on risk prevention.
Our mission:Empower people to live a better life.
Our values: Customer First, Courage, Integrity and One AXA.
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection. AXA Partners' role is also to implement innovative solutions emerging from the AXA Innovation unit. Our mission is to help our Corporate clients to enrich their customers' experience, with more than 9,000 employees at their service anywhere, anytime.
What We OfferOne of the best things about joining AXA is our rewards package. At AXA Partners, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:
AXA is proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We're happy to discuss flexible working arrangements for this role, should this be a requirement for you.
At AXA, we want to become one of the most inspiring companies to work for and to achieve this ambition, we need the best talent to come and work for us. We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. We're proud to be committed to equal opportunities and welcome applications from all backgrounds. As a financial services company, all successful candidates will be subject to preemployment checks, so we can ensure regulatory compliance.
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