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.
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, support the Complex Team with FOS relationships, observe trends, and drive improvement.
Key Responsibilities
* Ensure regulatory SLAs are met for FOS cases, complex cases and high‑profile complaints.
* Carry out work to a high level of quality and accuracy, complying with all company and industry standards, and keep accurate records of investigations and decision making.
* Support the Complex team in improving the FOS win rate while maintaining a positive FOS relationship.
* Develop and maintain industry knowledge of the latest regulatory guidance and best practice to improve customer experience and fair outcomes.
* Provide trend analysis insights and deliver training to upskill complaint handlers.
* Act as a referral point to the complaint unit and influence the handling of difficult cases, ensuring fair outcomes.
* Assist in developing other complaint handlers within the commercial complaint department and identify training gaps.
* Support development and maintenance of relationships with key internal and external stakeholders of all levels.
Qualifications
* Complaints handling experience with strong knowledge of FCA and insurance complaint handling policies.
* Telephony complaint handling experience.
* Knowledge of Financial Ombudsman and FOS complaints.
* Strong self‑motivation and ability to present persuasive, professional cases.
* Working knowledge of insurance principles, products, regulations, and compliance requirements.
* Skilled at building and maintaining strong internal and external customer relationships.
* Highly developed verbal and written communication skills, capable of report writing, training delivery, and engaging staff at all levels.
Work Arrangements
At AXA we work smart, balancing time between home and office. You’ll work at least two days a week (40%) away from home, with potential to increase to three days a week (60%).
Working Hours & Shift Pattern
Full‑time, 35 hours per week over 5 days, 9am to 5pm.
We’re proud to be an Equal Opportunities Employer and do not discriminate on protected characteristics. If you have a long‑term condition or disability and require adjustments during the interview process, we offer access to our Accessibility Concierge.
As a precondition of employment, you must be eligible and authorised to work in the United Kingdom.
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