Live Complaints Investigator

Experience level Experienced Hire
Job details sector Property & Casualty Insurance

At AXA we share a common purpose; to act for human progress by protecting what matters. We rely on people, just like you, to make this a reality.

That's why we are open, supportive, challenging and empowering. We encourage our people to learn and grow their career in the direction that's right for them. 

AXA UK is proud to have just been awarded 24th Best Place to Work by Glassdoor, reflecting how much our colleagues love working here.

The Role

You will work in our Redhill contact centre, providing essential support to the business by handling and resolving customer’s complaints, in accordance with our regulations. On a daily basis, you’ll manage the allocation of incoming complaints and non-complaints across the Live Complaints and Customer Relations team.

AXA Assistance UK supports the needs of several hundred clients and several million of their customers in the UK and worldwide. The assistance centre operates 24 hours a day, 365 days per year.

How can you make a difference?

Joining us as a Complaints Investigator, you’ll be a point of liaison with the Claims department, contributing to meetings with claims managers and relaying points of discussion. You will use your strong communication skills to build great relationships with our team and customers, based on Integrity and trust.

We always put the Customer First in everything we do so we want someone who strives to go the extra mile for them. You will ensure the delivery of excellent customer service by processing customer payments in line with company procedures and ensuring all unresolved complaints are transferred to the resolution team by the end of the regulatory timeframe.

Based in our Redhill office, you will contribute to discussion with the wider business to drive improvements across all service areas and assist in responding to information requests identifying any breaches or red flags.

We see ourselves as one big team, One AXA and you’ll be responsible for working as an effective team player. You’ll support and assist other team members in the resolution of complaints, handling and resolving escalated calls. Additionally, to expand your own knowledge, you will support the team in making decisions on complex cases.

In our Complaints Team, you’ll work Monday – Friday 9am – 5pm however, you would also do 1 in 3 weekends, working 9am-5pm hours. We are offering a salary of £21,903 + 2.5% shift allowance.

What are we looking for ?


  • Excellent communication skills
  • Ability to work under pressure and handle multiple tasks at one time
  • Willingness to learn and adapt to change
  • Excellent time management
  • Attention to detail
  • Proficient in Excel and Word

Throughout your career with us, we’ll provide support and training to enhance your professional development, whilst ensuring you maintain high standards of customer service to support our customers in their time of need.

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.

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.

Our mission is to help our Corporate clients to enrich their customers’ experience, with more than 9,000 employees at their service anywhere, anytime.

By joining AXA Partners, you will work in an open and supportive environment where you’ll be developed, challenged and encouraged to be your best. 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.

In addition to the above, here is a selection of our current benefits:

  • Life Assurance 4x salary
  • Group Personal Pension Plan
  • Private Healthcare benefit after 12 months service
  • 22 days annual leave

After 6 months service:

  • Staff motor breakdown scheme
  • Free staff travel insurance
  • Discounted home insurance
  • Home emergency cover

At AXA, we’re proud to be committed to equal opportunities and welcome applications from all backgrounds.