Senior Complaint Handler job in Lancaster at AXA UK

Senior Complaint Handler

Company: AXA UK

Location: Morecambe UK

Date Posted:Nov 14, 2014

BackgroundAXA Direct & Partnerships is a multi-brand, multi-channel business offering Motor, Home and Lifestyle insurance products to our customers directly, via our corporate partners, and also through Swiftcover.com.Our culture is simple, energetic and imaginative. We are looking for people who can get the job done and enjoy the rewards. We need you to be proactive, enthusiastic and thrive on taking responsibility in a fast-paced environment where opportunities to develop and progress are encouraged. Based in Morecambe you will be working within our Household Claims area.The roleTo help drive standards and technical development, ensuring FCA and AXA Group requirements for complaints handling are met on a consistent level and drive positive changes to the customer experience through sharing of the causes of dissatisfaction at root cause level.Key Accountabilities Drive efficient and quality service delivery for resolution of complaints to meet the requirements of AXA D&P, FCA, Partners and Group. Proactively build and maintain own and team awareness of current FCA, Financial Ombudsman, Group and industry approach to complaint handling to anticipate and act on relevant changes to maintain fair and reasonable delivery to the customer Review and analyse Financial Ombudsman decisions, for AXA and other published results, advising the team and local operations in complaints resolution and business change Develop team to deliver a high quality service delivery, to drive customer advocacy and minimise audit failures and advise on difficult cases Advocate the Quality Function in the local site to drive awareness and encourage buy in and to support a collaborative approach to improving customer experience for AXA D&P Work collaboratively with Customer Resolution management team to ensure efficient, consistent and quality service delivery across the function. Provide counsel to local team and local operation and influence the handling of difficult customer cases ensuring fair and reasonable outcome for the customer. Skills, knowledge and behaviour Highly developed verbal and written communication and organisational skills. Strong ability to self-motivate and work remotely Ability to resolve conflict Ability to present a strong and professional case to justify and influence decisions Ability to build and maintain cross site relationships Knowledge of D&P Structure Knowledge of complaints process Ability to lead the development and maintenance of relationships with key internal and external stakeholders at all levels Knowledge of FCA, FOS and AXA Group complaint handling policies Ability to manage and promote change Ability to develop and motivate a team of people View full job description
JobCentre Plus 4 years ago
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