Commercial Complaints Handler

AXA•Haverhill, MA

1d•Hybrid

About The Position

We’re excited to offer a full-time, permanent role at AXA Commercial as a Complaints Handler in our Complaints Resolution team in Haverhill, Bolton or Gloucester. This is your chance to be a key part of a supportive and collaborative environment, helping our customers over the phone by handling their complaints with empathy and ensuring a fair resolution. Building sound relationships is essential to our success and customer satisfaction. We pride ourselves on being one big team, and we value team players who work well together. If you have experience in complaints handling, an eye for detail, and a passion for fairness, we’d love to hear from you!

Requirements

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.
Eligible and authorised to work in the United Kingdom.
Successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

Nice To Haves

Claims complaints experience

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 KPIs.
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.