Travel Complaints Investigator - (Job Number: 230000WJ)
Here at AXA, customers are at the heart of what we do. We strive to do what’s best for them, but sometimes we can disappoint. That’s why we have our excellent Complaints Team on hand, ready to handle any issues. We’re currently looking for a number of Complaints Investigators to join the Complaints Team in our Travel Department.
As a Complaints Investigator, you'll help improve the experience of AXA Assistance customers across the UK. You will be responsible for handling escalations and complaints, providing support and guidance to other team members during investigations. After completing each investigation, you will suggest improvements based on the complaints received. We see ourselves as a team that takes pride in working effectively together. We want you to be part of this.
We’re offering both hybrid and remote contracts, allowing flexibility to balance home and office work. Our hybrid model involves 2 days at home and 3 days in our Redhill offices in Surrey. Remote contracts are offered on a fixed-term basis, minimum 6 months.
Working Hours: Full and part-time hours are available. Our Complaints Investigators work Monday to Friday, 9am to 5pm, with no evening, weekend, or bank holiday work expected.
Salary: Up to £27,000 for full-time, depending on experience.
Induction & Training: We provide 4 weeks of comprehensive training to equip you with the necessary knowledge for success.
Key Responsibilities:
1. Implement new processes to reduce the volume, cost, and impact of complaints.
2. Ensure quality in complaint management and handling.
3. Manage and respond to complaints within agreed guidelines and budget.
4. Handle complaints referred to the Ombudsman.
5. Respond to recurring correspondence from complainants.
6. Assist with information requests.
Due to high application volume, we may close this advert early. Interested candidates are encouraged to apply promptly.
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