Complaints Specialist - 12 month FTC

Experience level Expérimentés
Job details sector Santé
Apply before 12/06/2021

We have several exciting opportunities for Customer Relations Executives to join our supportive and dedicated Customer Relations team in any of our hubs in Glasgow, Tunbridge Wells, Bournemouth, Bristol & Ipswich. Working within our Customer Relations department, you’ll help customers and clients of AXA Health. Joining us as a Customer Relations Executive, you’ll be an essential member of the team dealing with complaint cases, communicating confidently and effectively over the phone, sometimes in challenging circumstances and always in a friendly, empathetic and professional way.

You’ll have excellent communication skills and be able to provide written responses with the ability to build great relationships based on integrity and trust. We always put the customer first in everything we do, so we want individuals to come and join us who strive to go the extra mile for them. At AXA, we’re adopting a Hybrid way of working, empowering our people to balance their time between home and our offices in a way that works for them, their team and our customers.

Working Hours & Shift Pattern: Full time, 37.5 hours per week, Monday to Friday between the hours of 9am and 5.30pm.

Induction & Training:

Induction Date: Monday 10th January 2022

You’ll receive a comprehensive onsite induction lasting four weeks from our specialist trainers to set you up for success in your new role. Due to the induction plan, we are unable to accommodate any holiday during the first four weeks until training is fully completed. However, training doesn’t end there as you’ll be supported by our team of dedicated Coaches as you continue to develop your skills in handling different types of complaints.

What you’ll be doing:

  • Taking full ownership for your case load and ensuring deadlines are met.
  • Carrying out a full review of all aspects of customer concerns in line with company policy and FCA guidelines.
  • Using your own initiative to solve problems and make important choices.
  • Making calls to customers at different stages of your investigation including the resolution of their complaint.
  • Liaising with internal departments to gather information and identify opportunities for continuous improvement.
  • Ensuring complaints are recorded accurately, investigated and resolved within regulatory timescales.
  • Experience of complaints handling would be advantageous however if you come from a customer facing role, hospitality or retail background and want to explore a new sector, this could be a great opportunity for a career change.
  • Attention to detail is key for this role.
  • Strong communication skills especially experience with handling challenging calls and verbal resolution remaining calm and focused at all times.
  • You’ll be a great listener and able to weigh up the needs of the customer and also the business.
  • You’ll have a natural talent for connecting with people, quick problem-solving ability and positive, can do attitude.
  • We’ll provide all the technology and training for working across multiple IT applications and in return we ask you to bring your enthusiasm and passion for customer service.

With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.


But never too big to care for every single person who works here.  So when you join us, we promise to put our collective might behind you and your career.


You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.


Every large company today talks about supporting diversity and inclusion. But at AXA UK, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference. 

AXA Health is the UK healthcare specialist for the AXA Group. Whatever our customers’ health goals, we help them get there. That could be getting someone physio for an injury that’s holding them back, or finding them the right specialist to take their treatment forward. Our team are experts in their fields: from experienced cancer nurses to pioneering data analysts; from our highly respected customer service team to our wide-ranging in-house team of clinicians. We all work together to be the best we can be.



One of the best things about joining AXA is our rewards package. At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive: 

  • Competitive annual salary
  • Performance related annual bonus of approximately 5.5% 
  • Contributory pension scheme (up to 12% employer contributions)
  • Life Assurance (up to 10 x annual salary)
  • Holiday starting from 23 days annual leave plus Bank Holidays
  • Opportunity to buy up to 5 extra days leave or sell up to 3 days leave
  • AXA employee discounts
  • Gym benefits

AXA is proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

At AXA, we want to become one of the most inspiring companies to work for and to achieve this ambition, we need the best talent to come and work for us. We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome applications from all backgrounds. As a financial services company, all successful candidates will be subject to preemployment checks, so we can ensure regulatory compliance. 

To apply, click ‘Apply Now’ and you’ll be able to upload your profile/CV from there.