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Operations Complaints Manager - REDHILL, United Kingdom - AXA Partners
Description
Operations Complaints Manager - Travel Department
12 Month Maternity Cover Salary - £45,000 - £60, % on call allowanceYou will be joining the travel complaints department within AXA Partners, a global entity dedicated to co-building and distributing innovative insurance, assistance, and value-added solutions. As part of a transversal business unit, you will play a key role in enriching customer experiences and implementing disruptive solutions emerging from the AXA Innovation unit.
Purpose: As the Customer Service Manager, your primary purpose is to lead and manage the travel complaints department for all UK activity, ensuring the highest level of customer service and resolution. You will be responsible for maintaining excellence in customer experience, driving initiatives based on robust root cause analysis, and adhering to regulatory standards.
Mission Description: Your mission is to create and maintain a culture and environment that enables employees to perform at their best, while ensuring that customer complaints are managed within regulatory standards and acted upon as the second level escalation for sensitive complaints, social media, and red flags. You will work alongside operational leads and key stakeholders to ensure adherence to the transformation program and delivery of high performance to meet and exceed specific targets set by partners and within the business.
Tasks Description:
Lead, motivate, and inspire the department to deliver exceptional customer experience across all channels.
Coach and develop the team to achieve success in role, delivering on performance and customer experience.
Lead all recruitment for the department and ensure that people are trained and skilled to meet customer demands.
Embed a culture of continuous improvement, creating channels for escalation and implementation of great ideas to drive change for colleagues and customers.
Drive the implementation of change initiatives in the operation, using customer insights from root cause analysis to support embedding actions for improvement in customer outcomes.
Manage social media and red flag complaint cases and collaborate with relevant teams to ensure the protection of the AXA brand and fair outcomes to customers.
Develop open channels of communication and maintain effective cross-department relationships.
Soft & Hard Skills Required: Technical/Functional Skills:
Extensive experience in maintaining a high level of customer service within the insurance industry.
Leadership and coaching skills.
Excellent communication, presentation, organizational, and time management skills.
Ability to drive and manage change within a customer-focused role with responsibility for delivering an exceptional customer experience.
Strong analytical and research-oriented skills.
Your ProfileEducation, Professional Qualifications and Experience:
Experience in leading operational complaints teams including interactions with the regulator.
Experience in implementing transformational change projects.
Experience in managing customers in difficult contexts.
Experience in NPS management.
Experience working in a matrix structure
About AXAAXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong 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.
Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone's skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.
Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
