Complaints Officer

AXIS Capital; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global specialty insurance provider in London seeks a Complaints Officer to manage and resolve customer complaints, ensuring satisfaction and regulatory compliance. The ideal candidate has experience in complaints handling within the Insurance Market, especially with FCA and Lloyd’s regulations. This role offers a comprehensive benefits package including health plans, retirement, and paid annual leave.

Benefits

Comprehensive medical plans

Health and wellness programs

Retirement plans

Tuition reimbursement

Paid annual leave

Qualifications

• Proven experience in complaints handling within the London Insurance Market.
• Strong understanding of FCA and Lloyd’s complaints regulations.
• Excellent written and verbal communication skills.

Responsibilities

• Liaise with internal departments to gather relevant information.
• Maintain accurate records of complaints and outcomes.
• Prepare formal written responses to complainants.
• Identify trends and root causes of complaints.

Skills

Complaints handling experience

Written communication skills

Analytical abilities

Problem-solving abilities

Discretion and professionalism

Job description

This is your opportunity to join AXIS Capital – a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS, you join a team that is among the best in the industry.

At AXIS, we believe that we are only as strong as our people. We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves. This means that we bring our whole selves to work.

All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin or ancestry, citizenship, physical or mental disability, age, marital status, civil union status, family or parental status, or any other characteristic protected by law. Accommodation is available upon request for candidates taking part in the selection process.

Complaints Officer

How does this role contribute to our collective success?

As a Complaints Officer within AXIS Capital’s Global Market Operations, you play a critical role in maintaining our reputation for excellence and integrity. By managing and resolving complaints effectively, you help ensure customer satisfaction, regulatory compliance, and continuous improvement in our service delivery. Your work directly supports our commitment to transparency, fairness, and responsiveness in all client interactions.

What will you do in this role?

• Liaise with internal departments and external stakeholders to gather relevant information and ensure timely resolution.
• Maintain accurate records of complaints and outcomes in the complaints management system.
• Prepare formal written responses to complainants, ensuring clarity, professionalism, and regulatory compliance.
• Identify trends and root causes of complaints to inform process improvements.
• Collaborate with Compliance, Legal, and Underwriting teams to ensure consistent handling of complex cases.
• Support internal audits and regulatory reporting requirements related to complaints.
• Provide training and guidance to staff on complaint handling procedures.
• Escalate high-risk or sensitive complaints appropriately.
• Represent AXIS Capital in Lloyd’s market forums and industry working groups related to complaints handling.
• You may also be required to take on additional duties, responsibilities and activities appropriate to the nature of this role.

About You

We encourage you to bring your own experience and expertise to the table, so while there are some qualifications and experiences, we need you to have, we are open to discussing how your individual knowledge might lend itself to fulfilling this role and help us achieve our goals.

What you need to have

• Proven experience in complaints handling within the London Insurance Market or a similar regulated environment.
• Strong understanding of FCA and Lloyd’s complaints regulations.
• Excellent written and verbal communication skills.
• Ability to manage sensitive issues with discretion and professionalism.
• Strong analytical and problem-solving abilities.

What we offer

You will be eligible for a comprehensive and competitive benefits package which includes medical plans for you and your family, health and wellness programs, retirement plans, tuition reimbursement, paid annual leave, and much more.