Insurance Complaints Resolution Specialist

AXA UK

Haverhill

Hybrid

GBP 26,000 - 34,000

Full time

2 days ago

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Job summary

AXA UK is seeking a Complaints Handler in the Complaints Resolution team, with roles based in Haverhill, Bolton or Gloucester. You will help customers by handling complaints with empathy and aiming for fair resolutions.

You will conduct thorough investigations, identify root causes and ensure timely, compliant responses in line with FCA timescales. This is a full-time, hybrid role requiring experience in complaints handling within insurance or financial services.

Qualifications

Experience in a customer facing role.
Proven complaints handling experience, preferably in insurance or financial services.
Knowledge of assisting customers with vulnerability characteristics during the complaint process.
Strong influencing and problem-solving abilities.
Excellent written and verbal communication skills.
Ability to manage change and meet deadlines.

Responsibilities

Deliver excellent customer service by conducting thorough investigations and achieving fair outcomes.
Record, investigate and resolve customer complaints in line with FCA timescales and KPI’s.
Communicate clearly and professionally over phone, ensuring high-quality letters to complainants.
Identify root causes and implement appropriate operational solutions.
Escalate issues to relevant teams to resolve efficiently.