Complaints Handler

AXA UK; Bolton; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

AXA UK in the United Kingdom is seeking a Complaints Handler within our Complaints Resolution team, covering Haverhill and Bolton. The role focuses on empathetic customer support, thorough investigations, and fair resolutions across insurance complaints.

You will work in a collaborative environment, handling cases with attention to detail, regulatory compliance, and client-focused communication. Hybrid work options apply with office and field duties as required.

Qualifications

• Experience in a customer facing role.
• Proven complaints handling experience, preferably in insurance/financial services.
• Knowledge of supporting customers with vulnerability characteristics during the complaint process.
• Ability to influence people and situations to achieve best outcomes.
• Strong business acumen and analytical skills.
• Excellent written and verbal communication; strong planning to meet deadlines.

Responsibilities

• Deliver excellent customer service by conducting thorough investigations and achieving fair outcomes.
• Record, investigate and resolve customer complaints in line with FCA timescales and KPIs.
• Communicate clearly with customers, identifying root causes and implementing solutions.
• Use initiative and available resources to find the best solution for the customer.
• Ensure letters to complainants are high quality and aligned with guidelines.
• Escalate issues to relevant teams to resolve efficiently.

Skills

Customer facing

Complaints handling

Vulnerability support

Influencing

Business acumen

Analytical skills

Change management

Communication

Planning

Job description

Job Description

About AXA:

AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.

AXA Commercial protects businesses, from multinationals to micro start-ups, giving them the confidence to thrive.

Job overview:

We’re excited to offer a full-time, permanent role at AXA Commercial as a Complaints Handler in our Complaints Resolution team in Haverhill and Bolton. This is your chance to be a key part of a supportive and collaborative environment, helping our customers over the phone by handling their complaints with empathy and ensuring a fair resolution. Building strong relationships is essential to our success and customer satisfaction. We pride ourselves on being one big team, and we value team players who work well together. If you have experience in complaints handling, an eye for detail, and a passion for fairness, we’d love to hear from you!

Key responsibilities:

• Deliver excellent customer service by conducting thorough investigations and achieving fair, reasonable outcomes.
• Record, investigate and resolve customer complaints in line with FCA timescales and KPI’s.
• Respond to customers with thorough and high-quality communication, accurately identifying the root cause of issues, implementing appropriate operational solutions, and ensuring all interactions are timely, compliant with regulations, and focused on delivering the best possible outcome.
• Use your initiative and available resources to find the best solution for the customer.
• Communicate clearly and professionally over the phone, ensuring all letters to complainants are of high quality and are line with best practise guidelines.
• Escalate issues to relevant Commercial Insurance teams to understand the complaint and resolve it efficiently.

Work arrangements:

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 two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events.

Working hours & shift pattern:

You’ll work full time, 35 hours per week, Monday to Friday, 9am to 5pm.

Your skills & experience:

• Experience in a customer facing role.
• Proven complaints handling experience is essential, preferably within the insurance or financial services sectors, with claims complaints experience being an added advantage.
• Knowledge of how to support customers with vulnerability characteristics during the complaint process.
• Skilled at influencing people and situations to achieve the best outcomes.
• Sound business acumen and advanced analytical skills.
• Able to manage change effectively in different situations.
• Excellent communication skills, both written and verbal.
• Sound planning and prioritisation skills to meet deadlines.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

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.

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 condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to [e-mail].