Complaints Handler

Are you an excellent communicator with a passion for building relationships?

Are you looking for an opportunity that will allow you to put the Customer First in everything you do?

If so, we have the perfect opportunity for you!

Job Title: Complaints Handler
Company: AXA Retail
Location: Gloucester
Contract Type: Full time, 37.5 hours per week. Your working hours will be Monday to Friday 9am to 5pm, totalling 35 hours per week. No weekends or bank holidays required!
Salary: £23,000 - £25,000 per annum with clear career progression upon reaching training milestones

Working at AXA:

AXA Commercial protects businesses, from multinationals to micro start-ups, giving them the confidence to thrive. We’re currently making our biggest ever investment to develop the expertise and skills we need to be the best. We’re a vibrant community where everyone is supported to learn, develop, and take ownership of their work.

We have an exciting opportunity for a Complaints Handler to join us in our Bolton, Glasgow, Haverhill, or Gloucester office. Working within Commercial Insurance, you’ll be managing complaints through to a fair outcome which is right for both our customers and our business. Building strong relationships is key to our success and you’ll be driving improvements for our customers whilst working in a great team! So, if you have experience in claims or complaints handling within the insurance industry or financial sector and a passion for investigation with a curious mind then this could be for you! At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least 40% of your week from one of our AXA offices. We’re also happy to consider flexible working arrangements which you can discuss with your Reed Talent Solutions Consultant.

What you’ll be doing:

• Act as an ambassador and champion for AXA’s customer values
• Ensuring the delivery of excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation
• Communicating effectively and ensure that all communications sent to the customer are of the required quality and meets the expectations set by both AXA and the regulator
• Capture lessons learnt and ensure these are shared with the relevant people

What’s in it for you?

At AXA UK, 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:

• Competitive annual salary of £23,000 - £25,000 dependent on experience
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• 25 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• AXA employee discounts
• Gym benefits

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term health condition or disability and require reasonable adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge.

What we’re looking for:

• Previous experience within Retail or Commercial Insurance Claims, significant previous complaints experience within insurance or financial services would be advantageous.
• An understanding of how to support customers with characteristics of vulnerability during the complaint process
• Excellent communication skills
• Strong business commercial awareness
• Ability to plan, prioritise and achieve deadlines

We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply.

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term health condition or disability and require reasonable adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge.

This position has been defined as an Insurance Distribution Directive IDD role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.