Insurance Complaints Resolution Specialist

AXA UK; Gloucester; Hybrid; GBP 27,000 - 36,000; Full time

Job summary

AXA UK in the Complaints Resolution team is seeking a Complaints Handler for our offices in Haverhill, Bolton or Gloucester. This full-time, permanent role focuses on handling customer complaints with empathy and ensuring fair resolutions over the phone.

You will investigate, document, and respond within FCA timescales, build sound relationships with customers, and work with cross-functional teams to resolve issues.

Qualifications

• Experience in a customer facing role.
• Proven complaints handling experience in insurance/financial services.
• Knowledge of supporting customers with vulnerability characteristics during the complaint process.
• Strong influencing and negotiation skills.
• Excellent analytical abilities and business acumen.
• Able to adapt to change and manage multiple priorities.
• Clear, professional written and verbal communication.
• Ability to plan and prioritise to meet deadlines.

Responsibilities

• Deliver excellent customer service by conducting investigations and achieving fair outcomes.
• Record, investigate and resolve complaints in line with FCA timescales and KPIs.
• Communicate root causes and implement operational solutions with timely, compliant interactions.
• Use initiative and available resources to find the best solution for the customer.
• Communicate clearly over the phone; ensure letters to complainants are high quality and compliant with guidelines.
• Escalate issues to Commercial Insurance teams to resolve efficiently.

Skills

Customer facing

Complaints handling

Vulnerability support

Influencing

Business acumen

Change management

Communication skills

Planning

Job description

AXA UK in the Complaints Resolution team is seeking a Complaints Handler for our offices in Haverhill, Bolton or Gloucester. This full-time, permanent role focuses on handling customer complaints with empathy and ensuring fair resolutions over the phone.

You will investigate, document, and respond within FCA timescales, build sound relationships with customers, and work with cross-functional teams to resolve issues.