Complaints Officer

Axis; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading insurance provider in London seeks a Complaints Officer to manage and resolve customer complaints, ensure FCA compliance, and improve service delivery. The ideal candidate has experience in complaints handling, excellent communication skills, and the ability to manage sensitive issues professionally. This role offers a competitive benefits package including health plans and retirement options.

Benefits

Comprehensive medical plans

Health and wellness programs

Tuition reimbursement

Qualifications

• 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.

Responsibilities

• Investigate and resolve complaints in accordance with FCA regulations.
• Prepare formal written responses to complainants with clarity and compliance.
• Identify trends and root causes of complaints for process improvement.

Skills

Complaints handling experience

Understanding of FCA regulations

Excellent communication skills

Analytical problem-solving

Job description

Overview

AXIS Capital is a global provider of specialty lines insurance and reinsurance, renowned for client service, intelligent risk taking and superior risk-adjusted returns. We maintain an entrepreneurial, disciplined and ethical culture. As a member of AXIS, you join a team among the best in the industry.

AXIS believes in an inclusive culture where employees of all backgrounds feel comfortable and empowered to be themselves. 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.

Job Description: 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?

• Investigate and resolve complaints in accordance with FCA regulations and Lloyd’s guidelines.
• 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.