Complaints Investigator – 12 Month Fixed Term
Join AXA Partners UK as a Complaints Investigator and be at the forefront of resolving customer concerns with professionalism and integrity.
Responsibilities
* Investigate, assess, and resolve complaints related to motor breakdown, home emergency cover, car hire excess, and travel claims.
* Communicate clearly and empathetically – call customers first to explain decisions and confirm outcomes in writing, respecting regulatory rights.
* Share insights to reduce complaint volume, cost, and impact through proactive initiatives.
* Determine fair solutions by considering the customer’s distress and inconvenience when handling complaints with appropriate redress.
* Collaborate with internal teams and external bodies, supporting the resolution process and managing escalations, including those referred to the Financial Ombudsman Service.
* Maintain accurate records, ensuring all complaints are documented thoroughly in line with internal and regulatory standards.
* Participate in training and development to stay current with best practices and regulatory changes.
* Contribute to a positive team culture by sharing feedback, supporting colleagues, and driving initiatives to improve customer outcomes.
Qualifications
* Strong knowledge of FCA complaint handling requirements and regulatory timescales.
* Excellent communication skills – able to handle sensitive conversations with empathy and professionalism, both verbally and in writing.
* Attention to detail – ensuring accurate records and thorough investigations.
* Analytical mindset – able to assess complaints objectively and identify root causes.
* Self‑motivation and a positive attitude – proactive in resolving issues and supporting team goals.
* Excellent organisational and time‑management skills – capable of meeting deadlines and managing multiple cases.
* Flexibility and adaptability – willing to support the team and handle changing priorities.Intermediate skills in Excel and Word – to maintain records and prepare reports.
* Willingness to learn and grow – embracing ongoing training and development opportunities.
* Desirable: Previous experience in complaint handling within a regulated environment, knowledge of AXA products, or language skills to support a diverse customer base.
Benefits & Compensation
* Base Salary: GBP 25,900.
* Annual leave: 22 days rising to a maximum of 27 days (based on a 5‑day week).
* Retail discounts.
* Company shareplan / scheme & loan.
* Cycle2Work scheme.
* Discounted home insurance.
* Employee assistance scheme.
* Dr@Hand.
* Discounted gym membership.
* Free financial education/pension seminars.
Company Overview
AXA Partners is a leading provider of assistance solutions and specialised insurance, credit, and lifestyle protection—designed to support partners worldwide. Our team of 8,500+ professionals and a network of over 55,000 specialists empower our customers with technology and human expertise.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
We’re proud to be an Equal Opportunities Employer and do not discriminate against employees or potential employees based on protected characteristics. If you have a long‑term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response (globalhr@partners.axa).
To apply, click on the ‘apply’ button, then log in or create a profile to submit your CV.
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