Insurance Complaints Resolution Specialist (Hybrid)

AXA UK; Haverhill; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

AXA Commercial seeks a Complaints Handler to join the Complaints Resolution team in the UK. The role involves investigating and resolving customer complaints with empathy, delivering fair outcomes and meticulous documentation.

You will work in a hybrid setup, with 35 hours per week, and eligibility to work in the United Kingdom is required. Prior complaints handling experience in insurance or financial services is essential.

Qualifications

• Experience in a customer facing role.
• Proven complaints handling experience is essential, preferably within the insurance or financial services sectors, with claims complaints experience being an added advantage.
• Knowledge of how to support 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, accurately identifying the root cause of issues, implementing appropriate operational solutions, and ensuring all interactions are timely, compliant with regulations, and focused on delivering the best possible outcome.
• Use your initiative and available resources to find the best solution for the customer.
• Communicate clearly and professionally over the phone, ensuring all letters to complainants are of high quality and are line with best practise guidelines.
• Escalate issues to relevant Commercial Insurance teams to understand the complaint and resolve it efficiently.

Skills

Customer facing

Complaints handling

Vulnerability awareness

Influencing

Analytical skills

Planning

Communication

Change management

Job description

AXA Commercial seeks a Complaints Handler to join the Complaints Resolution team in the UK. The role involves investigating and resolving customer complaints with empathy, delivering fair outcomes and meticulous documentation.

You will work in a hybrid setup, with 35 hours per week, and eligibility to work in the United Kingdom is required. Prior complaints handling experience in insurance or financial services is essential.