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2 months ago
Location: UK
Job type: Permanent
Sector: B2C
Category: Marketing Executive

We’re looking for an inquisitive person to join our team of 42 Complaint Resolution Executives on a full time, permanent basis.

Based in our Tunbridge Wells office, you’ll provide an outstanding service to our customers, demonstrating that we’re passionate about reaching the right outcome to their complaint.

We’ll invest time in your ongoing individual training and learning, giving you a level of independence and decision-making you may not have previously experienced in other jobs.

You’ll ensure customer complaints are recorded accurately, investigated and resolved within regulatory timescales. You will have a balanced view, seeing the needs of our customers alongside those of the business. With full responsibility for your own caseload, you’ll make use of your time management and prioritisation skills.

You’ll research customers' complaints, using a variety of different systems and tools (including Respond). Once you’ve reviewed all the information you’ve sourced, you’ll contact the customer with your decision.

Whilst most complaints we receive need a written response (to ensure we meet our regulatory requirements), you’ll have the opportunity to work in a way that best suits your individual skills and interests. For example, if you particularly enjoy speaking to customers, your job can be predominantly phones based. Likewise, if you prefer using your excellent written communication skills, your work can be focussed on writing emails and letters.

You’ll explain your decisions with clarity and confidence and be mindful that the customer is likely to be going through a difficult time in relation to their health or that of a family member.

You’ll support other teams in the business with coaching and advice on how to best help our customers with complex cases.

Your job is crucial to identifying areas of improvement too, allowing us to make create a better experience for our customers.


• Outstanding communication skills - You’ll demonstrate empathy and clearly communicate a lot of information either by letter or over the phone, without losing key messages.
(If your passion lies with written communication, attention to detail including excellent spelling, punctuation and grammar are critical).
• Ability to solve problems and make important choices
• Strong relationship management skills and ability to liaise confidently and clearly at all levels (including CEO and Director)
• PC skills – experience of using multiple software applications in conjunction with one another
• Experience of working in insurance or other regulated financial services organisations would be beneficial
• Experience of regulated complaints handling would also be desirable

About AXA

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.

Proud to be part of the AXA Group, the number one global insurance brand, a worldwide leader in financial services, AXA PPP healthcare is leading the way to better health. We’re one of the UK's largest and most experienced private medical insurance providers, and we’ve been helping people access the medical care they need, when and where they need it, for over 70 years now.

What We Offer

25 days holiday each year (rising with length of service) – there’s also the flexibility to buy up to 5 additional days or sell up to 3 days
An annual bonus, based on performance
Private medical insurance (after a qualifying period), pension scheme and life insurance
Wide range of flexible benefit options
Up to 35% discount on AXA products and access to a wide range of retail discounts
Comprehensive training with on-going support and development opportunities

Additional information

You’ll be working a 37.5 hour week, on a variety of shifts to cover our team’s core hours of 8.00am – 5.30pm. You’ll know your shift pattern 4 weeks in advance and will be flexible to support the needs of our customers.

We're an equal opportunities employer

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