Complaints Handler

AXA UK; Bolton; On-site; GBP 28,000 - 38,000; Full time

Job summary

AXA UK is seeking a dedicated Complaints Handler within the Complaints Resolution team. The role supports customers over the phone, investigates complaints, and ensures fair resolutions aligned with FCA timelines.

You will work across multiple locations including Haverhill, Bolton, and Gloucester, contributing to a collaborative, customer-first environment. The ideal candidate has proven complaints handling experience in insurance or financial services, strong communication skills, and the

Qualifications

• Experience in a customer-facing role within insurance or financial services.
• Proven complaints handling experience is essential, with claims complaints a plus.
• Ability to support customers with vulnerability characteristics during the complaint process.
• Strong influencing, analytical, and change management skills.
• Excellent written and verbal communication; good planning and prioritisation.

Responsibilities

• Deliver excellent customer service by conducting thorough investigations and fair outcomes.
• Record, investigate and resolve customer complaints in line with FCA timelines and KPIs.
• Communicate clearly over the phone and in letters to complainants.
• Escalate issues to relevant Commercial Insurance teams to resolve efficiently.
• Identify root causes and implement operational solutions.

Skills

Customer-facing experience

Complaints handling experience

Vulnerability support

Influencing abilities

Analytical skills

Change management

Communication skills

Planning and prioritisation

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.

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, Bolton or Gloucester office. 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 sounds 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.