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Head of Customer Insight & Complaint, Redhill
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Client:
AXA Group
Location:
Redhill, United Kingdom
Job Category:
Customer Service
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EU work permit required:
Yes
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Job Reference:
4efb66d56357
Job Views:
3
Posted:
12.05.2025
Expiry Date:
26.06.2025
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Job Description:
We have an excellent opportunity for an experienced Head of Customer Insight & Complaint Manager to join us. This role is responsible for overseeing the evolution of customer experience at AXA Partners UK. It includes producing insightful metrics, managing customer complaints effectively, and ensuring service quality standards align with regulatory requirements. The ideal candidate will be a key decision-maker in customer service and product compliance.
You will be based in our Redhill office and work on a hybrid basis. We work a 35-hour week, Monday to Friday, 9 am – 5 pm.
Key Responsibilities:
1. Customer Insight Management:
2. Produce and analyze NPS and other customer data to benchmark the customer experience.
3. Develop insights from customer feedback to inform strategic decisions and improve satisfaction.
4. Complaint Management:
5. Oversee complaint handling, ensuring efficiency and regulatory compliance.
6. Coordinate escalation processes for complaints, ensuring timely resolution and stakeholder communication.
7. Quality Assessment:
8. Conduct quality assessments to maintain service standards.
9. Implement quality control measures and improvement plans.
10. Decision Authority:
11. Make final decisions on servicing solutions and compliance with product terms.
12. Collaborate with departments to align customer service strategies with organizational goals and regulations.
Additional Responsibilities:
* Gather and interpret customer satisfaction data, monitor trends, and establish benchmarks.
* Ensure accurate recording and management of customer complaints, including investigations and FOS interactions.
* Lead quality improvement initiatives and track their progress.
* Serve as the final authority on servicing solutions, ensuring compliance and effective customer service strategies.
Your Profile:
* Experience in a B2B environment with strong commercial acumen.
* Excellent stakeholder management and influencing skills, especially at senior levels.
* Strategic, analytical, and execution skills with a focus on regulatory environments.
* Ability to connect disparate information and lead teams through ambiguity.
* Proven leadership in change management, talent development, and strategic communication.
About AXA:
AXA Group is a global leader in insurance and asset management, committed to empowering people to live better lives. Our values include Customer First, Courage, Integrity, and One AXA.
About AXA Partners:
AXA Partners offers assistance, travel insurance, and credit protection solutions worldwide, focusing on innovation and community protection.
What We Offer:
We foster a culture of expertise and diversity, offering professional growth, attractive compensation, and the pride of making a difference in people's lives.
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