About AXA
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.
AXA Commercial protects businesses, from multinationals to micro start-ups, giving them the confidence to thrive.
Job Overview
We’re seeking a Commercial Complaints Handler to join us on a permanent basis, responsible for delivering fair customer outcomes as well as effective case management of complaints in line with regulatory and organisational requirements. You’ll handle a complex case workload requiring expertise across multiple product lines and workstreams in addition to providing support for all FOS work for the unit. You’ll support the Complex Team with building and owning the FOS relationship and provide support to observe trends with a view to improve operational processes and drive best practice across the business via feedback and training.
Key Responsibilities
* Ensure regulatory SLAs are met for FOS cases, complex cases and high-profile complaints.
* Ensure that all work is carried out to a high level of quality and accuracy and always ensure compliance with all company and other relevant standards/regulations, including keeping accurate and consistent records of investigations and decision making in line with industry best practice standards.
* Support the Complex team to consistently improve the FOS win rate alongside maintaining a positive FOS relationship.
* Developing and maintaining industry knowledge of the latest regulatory guidance and business best practice to continually improve customer experience and ensure that customers consistently receive fair outcomes.
* Support with FOS trend analysis and other insights where appropriate and where requested deliver training to upskill complaint handlers to ensure the right outcomes for our customers.
* Act as a referral point to the complaint unit and influence the handling of difficult customer cases, ensuring fair and reasonable outcomes.
* Assist with the development of other complaint handlers within the commercial complaint department and identify any training gaps.
* Ability to support the development and maintenance of relationships with key internal and external stakeholders of all levels.
Work Arrangements
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You’ll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events.
Working Hours & Shift Pattern
You’ll work full time, 35 hours per week over 5 days, between the hours of 9am and 5pm.
Your Skills & Experience
* Complaints handling experience with strong knowledge of FCA and complaint handling policies within insurance is essential.
* Telephony complaint handling experience is essential.
* Good knowledge of Financial Ombudsman and FOS complaints.
* Strong ability to self-motivate.
* Ability to present a persuasive and professional case to justify and influence decisions.
* Working knowledge of insurance principles, products and policies, building awareness of insurance sales regulations and relevant legislation, and compliance requirements.
* Skilled at developing and maintaining strong internal and external customer relationships that drive the right outcomes for customers and the business.
* Highly developed verbal and written communications skills, evidencing strong interpersonal skills, capable of supporting report writing, delivery of training, creating and delivering presentations and engaging staff at all levels.
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 don’t 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, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to holly.2.beer@axa-uk.co.uk.
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