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Salary: Up to £27,500 dependent on experience Location: Redhill, Surrey (Hybrid Working) Job Type: Full-time, 6 month Fixed-Term Contract Are you Passionate about ensuring customer satisfaction and resolving issues with precision and care? Do you have a keen eye for detail and a knack for problem-solving? If so, we have an exciting opportunity for you! Join AXA's Travel Department as a Complaints Investigator and play a pivotal role in maintaining our commitment to customer satisfaction. We are looking for a dedicated individual who can handle escalations and complaints with professionalism and care, ensuring our customers feel heard and valued. Day to Day of the Role Handle all complaints referred to the Financial Ombudsman Service. Respond to recurring correspondence with the complainant. Assist in responding to information requests. Work collaboratively with team members to improve customer service and complaint resolution. Introduce new processes and procedures to reduce the volume, cost, and impact of complaints. Ensure the quality of the complaint management and handling process. Manage and respond to complaints within agreed processes and budgetary guidelines for compensation. Key accountabilities As a Complaints Investigator, you will be at the forefront of handling escalations and complaints, offering vital support and guidance to fellow team members in the resolution of each case. Your role involves conducting thorough investigations, and where necessary, providing valuable feedback to suggest improvements based on received complaints. At AXA, we value collaboration and effective teamwork, and we invite you to be an integral part of our success. Skills & experience Previous experience in complaint handling or last resolution customer service. Excellent customer service skills with a strong focus on resolving issues fairly and efficiently. Highly analytical with strong attention to detail. Competent in thinking outside of policy terms for fair customer outcomes. Fully computer literate with proficiency in MS Office. Excellent organisational and time management skills. Proactive approach to problem-solving and case work. Ability to deliver results to agreed customer standards. Collaborative and proactive team player. Able to meet deadlines, handle multiple tasks, and work well under pressure. Desirable: Working knowledge of regulatory requirements and timescales for complaint handling under the FCA. Additional language(s) are desirable but not essential. Good understanding of insurance principles and policy interpretation. Hybrid Working Contracts: AXA recognise the importance of work-life balance and offer hybrid contracts allowing employees to balance their time between home and the office. The hybrid approach comprises 3 days working from home and 2 days in the Redhill offices in Surrey. Working Hours: Monday to Friday, 9 am to 5 pm. No expectation of evening, weekend, or bank holiday work involved. Benefits: Hybrid working model with 3 days from home and 2 days in the office. No evening, weekend, or bank holiday work. Comprehensive 4-week training program to ensure success in the role. Work-life balance prioritised with a structured working schedule. If you're ready to contribute to AXA's success, don't hesitate to apply and be part of our dedicated team.
This role has a starting salary of £40,296 per annum, based on a 36 hour working week. This is a 6-month fixed term contract/ secondment opportunity with the possibility of an extension. We are excited to be hiring a new Business Analyst to join our fantastic Business Analysis team. We are based in Woodhatch Place, Reigate, however we also support remote working, which means you won't be required to be in the office 5 days a week. Whether you are a Business Analyst looking to gain experience or you're looking to build on your existing skillset, you'll be working within a professional, supportive and friendly team to deliver value based business outcomes. Rewards and Benefits 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service Option to buy up to 10 days of additional annual leave An extensive Employee Assistance Programme (EAP) to support health and wellbeing Up to 5 days of carer's leave per year Paternity, adoption and dependants leave A generous local government salary related pension Lifestyle discounts including gym, travel, shopping and many more 2 paid volunteering days plus 1 team volunteering day per year Learning and development hub where you can access a wealth of resources About the Role As a Business Analyst you'll work independently alongside other specialist roles such as Developers, Solution Architects, Digital Consultants, Business Partners and Project Managers to deliver innovative solutions to our customers. To do this you will be pro-active with a structured, methodical and collaborative approach, combined with the ability to distinguish the root cause of a problem from symptoms. Engaging with stakeholders across Surrey County Council and our partners, you will use your excellent interpersonal skills to quickly build relationships and possess the strong communication skills needed to understand, document and articulate problems, processes or business requirements and reach a common understanding. Activities will vary according to each project and could include problem definition, business process/data modelling, requirements definition, data analysis, business process improvement or business acceptance testing. Shortlisting Criteria To be considered for shortlisting for this position, your application will clearly evidence the following: Previous experience as a Business Analyst working with business users to understand business change needs and analyse the impact of change requests. Ability to understand, document and improve business processes. Experience of eliciting, analysing and documenting business requirements using standard business analysis techniques, such as the BCS. Analytical thinker with excellent attention to detail, and a strong personal drive to deliver high standards, best practices and documentation. Ability to communicate at all levels, with strong interpersonal communication skills. The job advert closes at 23:59 on 09/06/2024 with interviews to follow. We look forward to receiving your application, please click on the apply online button below to submit. Our Commitment Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applications where: The candidate has evidenced the minimum criteria for the role through their application The candidate has chosen to share that they have a disability on the application form Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role. We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.