Senior Complaints Officer - London ECV

Job summary

The Senior Complaints Officer will support the Complaints UK Manager in BAU and ad hoc tasks, leading by example in demonstrating core commitments of AXA XL. The role involves dealing with high-profile and complex complaints, training new team members, and contributing to various MI, committees, and internal audit actions.

Responsibilities

• Assist the Complaints Manager in forming relationships with extended teams like India and other cross-functions.
• Lead the team in the absence of the UK Complaints Manager, ensuring work is delegated to the team across both locations and that BAU is maintained.
• Work closely with the Complaints UK Manager in establishing and maintaining a robust Complaints framework.
• Look for process enhancements and synergies.
• Assist the Complaints Manager in managing relationships with the FCA, FSPO, and Lloyd's.
• Perform file reviews and highlight abnormalities to the manager.
• Identify trends in root cause analysis through various reporting packs.
• Assist the Complaints Manager in managing the Company's response to customer complaints within required timelines and perimeters.
• Prepare and deliver complaints training.
• Assist in the preparation of both internal and external reporting.

Job description