Hybrid Complaints Handler — Insurance & Resolution

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

Job summary

AXA UK is seeking a Complaints Handler for its Complaints Resolution team, based in Haverhill, Bolton or Gloucester. You will investigate and resolve customer complaints with fairness and empathy, while ensuring regulatory compliance and timely responses.

The role requires prior complaints handling experience in insurance or financial services, strong communication skills, and the ability to work collaboratively in a team. Hybrid working arrangement with office and remote days.

Qualifications

• Experience in customer facing role.
• Proven complaints handling experience essential, preferably in insurance/financial services.
• Knowledge of supporting 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.

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, identifying root causes and implementing operational solutions.
• Use your initiative and available resources to find the best solution for the customer.
• Communicate clearly and professionally over the phone, ensuring letters to complainants are high quality.
• Escalate issues to relevant Commercial Insurance teams to resolve efficiently.

Skills

Customer facing

Complaints handling

Vulnerability support

Influencing

Business acumen

Change management

Communication skills

Planning & prioritisation

Job description

AXA UK is seeking a Complaints Handler for its Complaints Resolution team, based in Haverhill, Bolton or Gloucester. You will investigate and resolve customer complaints with fairness and empathy, while ensuring regulatory compliance and timely responses.

The role requires prior complaints handling experience in insurance or financial services, strong communication skills, and the ability to work collaboratively in a team. Hybrid working arrangement with office and remote days.