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 encompasses the production of insightful metrics, effective management of customer complaints, and the assurance of service quality standards in alignment with regulatory requirements. The ideal candidate will act as a key authority in decision-making related to customer service and adherence to product terms and conditions.
You will be based in our Redhill office and work on a hybrid basis. We work a 35-hour week, Monday to Friday, 9am – 5pm.
Key Responsibilities:
1. Customer Insight Management:
o Produce and analyze Net Promoter Score (NPS) and other relevant customer data to benchmark the customer experience with AXA Partners UK.
o Develop actionable insights from customer feedback to inform strategic decisions and enhance customer satisfaction.
2. Complaint Management:
o Oversee the management of customer complaints, ensuring they are handled efficiently and within regulatory frameworks.
o Organize and coordinate the escalation process for complaints, ensuring timely resolutions and effective communication with stakeholders.
3. Quality Assessment:
o Perform comprehensive quality assessments to ensure that service standards are consistently maintained.
o Implement quality control measures and develop improvement plans based on assessment results.
4. Decision Authority:
o Act as the ultimate authority in decision-making regarding appropriate servicing solutions and adherence to product terms and conditions.
o Collaborate with various departments to ensure customer service strategies align with organizational goals and regulatory obligations.
Individual responsibilities/tasks/Key Result areas
* Customer Insight Management:
o Gather, analyze, and interpret data related to Net Promoter Score (NPS) and other customer satisfaction metrics.
o Monitor trends and changes in customer feedback over time to identify patterns and areas for improvement.
o Establish benchmarks for customer experience by comparing AXA Partners UK's performance against industry standards and competitors.
* Complaint management :
o Ensure the accurate and timely recording of customer complaints as they come into the organisation in line with our AXA Partners policy, procedures and FCA regulations.
o Own the end-to-end process for regulated complaints, including the complaints investigation handling and FOS interaction.
o Plan and manage workload of teams to ensure timescales and expectations are managed and prevent regulatory breaches.
o Provide informal advice and assistance on complaints to customers, where possible resolving without the need for formal complaints and to ensure and instil customer confidence.
o Own the root cause analysis process and create transparency across the business.
o Drive change; ensuring complaints data is easy to access, understand and used to educate teams how to analyse complaints data and provide guidance on how we can drive improvement.
o Work closely with the other functions, making sure that the relevant data and insights are shared in a timely manner across the organisation.
o Continually measure, monitor, and improve overall performance of the Complaint function, giving regular feedback to management team, and providing visibility on company level standards and metrics.
* Quality Assessment:
o Conducting Quality Assessments by evaluate services and processes to ensure they meet established quality standards and identify areas for enhancement.
o Identifying Improvement Opportunities: Analyze assessment results to pinpoint specific areas where quality can be improved, developing actionable recommendations.
o Implementing Quality Improvement Initiatives: Lead and execute initiatives aimed at enhancing quality, including recommendations on process redesigns and promote best practice adoption.
o Monitoring Progress: Track the effectiveness of quality improvement initiatives through regular follow-up assessments and adjustments based on performance data.
o Share and forster for Development: Provide awareness to staff on quality improvement methodologies and tools to foster a culture of continuous improvement.
* Design Authority
o Decision-Making Authority: Serve as the final authority on servicing solutions, ensuring decisions comply with product terms and conditions while addressing client needs effectively.
o Policy Adherence: Review and ensure adherence to product terms and conditions in all servicing decisions, minimizing risk and maintaining compliance with internal policies.
o Cross-Department Collaboration: Work collaboratively with departments such as sales, compliance, and operations to align customer service strategies with organizational objectives and regulatory requirements.
o Customer Service Strategy Development: Contribute to the development and refinement of customer service strategies, ensuring they are effective, efficient, and compliant with applicable regulations.
Performance Monitoring: together with the insight team report on the effectiveness of servicing solutions and strategies, making adjustments as necessary to improve customer satisfaction and operational efficiency.
Your Profile
* Demonstrable commercial acumen and experience, mainly within a B2B environment
* Exemplary stakeholder management skills, dealing with and influencing senior executive level managers at a global level in a matrix organisation
* Evidence of strategic planning, analytical and execution skills with an ability to assess and communicate priorities and drive actions and delivery through others
* Excellent understanding of Financial services and the full regulatory environment
* Ability to quickly assimilate information from disparate topics/functions and connect together to bring business conclusions or highlight risks
* Skilled at bringing structure and rigour to ambiguous situations and leading teams (both direct and in-direct) to deliver
* Ability to challenge the status quo and apply a forward-thinking approach to deliver sustainable change
* Proven ability to collaborate across multi-disciplinary teams
* Ability to master multiple complex topics, make quick decisions and remain a clear thinker and communicator under pressure
* Successful experience in developing and retaining critical talent and building an effective team
* Ideally experience of managing and working in Risk/compliance or operational resilience
* Experience of operating at an executive level in a multinational, complex organisation
* Experience of building a team, leading and improving an organisation’s capability
* High level of drive and motivation to ensure successful delivery of complex initiatives and support drive change across the business
* Experience preparing and presenting business reviews and strategic information at an executive level
About AXA
AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.
Our mission: Empower people to live a better life.
Our values: Customer First, Courage, Integrity and One AXA.
About the Entity
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection. AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit. Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
What We Offer
By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.
Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
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