Complaints Investigator

AXA; Old Woking; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

A leading insurance provider is seeking Complaints Investigators to join their Travel Department. The successful candidate will manage and resolve complaints efficiently while aiming to improve customer experience. The position offers hybrid and remote work options, with full and part-time hours available. Up to £27,000 salary for full-time roles, along with comprehensive training to ensure success in the position.

Benefits

Comprehensive training

Flexible working arrangements

Qualifications

• Strong communication skills to manage complaints effectively.
• Ability to follow guidelines and manage escalations.
• Analytical thinking to identify process improvements.

Responsibilities

• Implement processes to reduce complaint volume.
• Ensure quality in complaint management.
• Handle escalations and support team members.

Job description

Overview

AXA is seeking Complaints Investigators to join the Travel Department. Our aim is to handle issues effectively and improve the customer experience for AXA Assistance customers across the UK.

Responsibilities

• Implement new processes to reduce the volume, cost, and impact of complaints.
• Ensure quality in complaint management and handling.
• Manage and respond to complaints within agreed guidelines and budget.
• Handle complaints referred to the Ombudsman.
• Respond to recurring correspondence from complainants.
• Assist with information requests.
• Handle escalations and complaints, provide support and guidance to other team members during investigations, and suggest improvements after each investigation.

Working Arrangements

We are offering hybrid and remote contracts for flexibility to balance home and office work.

Hybrid model: 2 days at home and 3 days in our Redhill offices in Surrey.

Remote contracts: offered on a fixed-term basis, minimum 6 months.

Working Hours

Full and part-time hours are available. Work is Monday to Friday, 9am to 5pm. No evening, weekend, or bank holiday work expected.

Salary

Up to £27,000 for full-time, depending on experience.

Induction & Training

We provide 4 weeks of comprehensive training to equip you with the necessary knowledge for success.