Hybrid Complaints Resolution Specialist

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

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