Job Description

We have an exciting opportunity for a Complaints Handler to join us in our Bolton, Glasgow, Haverhill, or Gloucester office. Working within Commercial Insurance, you'll be managing complaints through to a fair outcome which is right for both our customers and our business. Building strong relationships is key to our success and you'll be driving improvements for our customers whilst working in a great team! So, if you have experience in claims or complaints handling within the insurance industry or financial sector and a passion for investigation with a curious mind then this could be for you!

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least 40% of your week from one of our AXA offices. We're also happy to consider flexible working arrangements which you can discuss with Talent Acquisition.

What you'll be doing

• Act as an ambassador and champion for AXA's customer values.


• Ensuring the delivery of excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation.


• Communicating effectively and ensure that all communications sent to the customer are of the required quality and meets the expectations set by both AXA and the regulator.


• Capture lessons learnt and ensure these are shared with the relevant people.


Working Hours & Shift Pattern:

Your working hours will be Monday to Friday 9am to 5pm, totalling 35 hours per week. No weekends or bank holidays required!, We acknowledge and appreciate the exceptional efforts of our people in protecting what matters most to our customers. In exchange we offer a series of core and supporting benefits designed to empower our people to thrive both professionally and personally., We believe in hiring people who possess the appropriate skills and values that align with our vision. Our selection process is fair and equitable, ensuring that all candidates have an equal opportunity to join us. We are dedicated to promoting diversity and inclusion, and we actively encourage applications from individuals of all backgrounds. As an Equal Opportunities Employer, we take pride in treating our employees and potential hires with respect and without discrimination based on any Protected Characteristics., AXA UK are recognised as a Disability Confident Leader. We actively encourage applications from people who face barriers in the workplace due to a disability or long-term health condition. We participate in the Disability Confident 'Offer of Interview' scheme. This means a fair and proportionate number of candidates with long-term health conditions or disabilities who meet the essential criteria of a job, will be offered an interview.

• You'll need to show you meet the essential criteria as detailed in the job advert or job description


• You don't need to share the details of your long term health condition or disability for your application to be considered under this scheme


As part of your application, you'll be asked if you would like to 'opt in'. To ensure ease of access, every job advert lists a responsible Talent Acquisition contact, who'll be able to connect you with our Accessibility Concierge if you require any support.

Screening & Conduct

As a regulated financial services company, all successful candidates will be subject to pre-employment checks. Additionally, adherence to the Prudential Regulation Authority's (PRA) Insurance Conduct Standards and the Financial Conduct Authority's (FCA) Conduct Rules will be required., This depends on the location of the role, and what works best for you and the interviewer. We'll give you all the information you need to prepare for whichever format's used for your interview.

I'm struggling to connect to my online interview, what should I do?

Don't worry, we know these things happen. Get in touch with the person who arranged your interview, or the Talent Acquisition contact. One of the team will be able to help get the interview started or re-arrange it for a different time.

How do I get feedback on my interview?

Whenever possible, we'll call and provide feedback by phone. Sometimes, we'll need to provide feedback by email.

How can I prepare for my interview?

We'll send a candidate preparation pack before the interview to help you prepare.


• Previous claims or complaints handling experience within the insurance industry or financial services.


• Understanding of how to support customers with characteristics of vulnerability during the complaint process.


• Excellent communication skills.


• Strong business commercial awareness.


• Ability to plan, prioritise and achieve deadlines.


As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

Life at AXA Commercial is all about giving businesses the confidence to thrive. And we know the best way to do that is by investing in our own people, because whether it be our journey to digital transformation or our unwavering commitment to continuous employee development, creating enviable expertise and empowering our colleagues equips them to better protect our customers. You'll benefit from role specific training for the first 2 weeks in the position which will be fully office based and then you'll be supported in the role by a buddy as you continue your development., AXA Commercial protects businesses, from multinationals to micro start-ups, giving them the confidence to thrive. We're currently making our biggest ever investment to develop the expertise and skills we need to be the best. We're a vibrant community where everyone is supported to learn, develop, and take ownership of their work., At AXA we have a culture of trust, respect and care, where everyone belongs. We have an ambition to become one of the most inspiring companies to work for, as such we're committed to supporting employee needs, providing meaningful career development, and celebrating differences. We all have a role to play in ensuring a working environment in which everyone, regardless of who they are, can reach their true potential., At AXA we're committed to offering a fair and inclusive experience to all candidates. You're encouraged to report, in good faith, any concerns of behaviour or processes believed to be inappropriate, unethical, or illegal.

Should you wish to report any concerns, you can do this through by sending an email to speak-up@axa.com, AXA's dedicated hotline. This service is managed by an independent investigation team. Please note that this email address is not for dealing with job or application related queries.
Read more

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 of up to £25,000


• Annual company & performance-based bonus


• Contributory pension scheme (up to 12% employer contributions)


• Life Assurance (up to 10 x annual salary)


• 25 days annual leave plus Bank Holidays


• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave


• AXA employee discounts


• Gym benefits, When will I hear back from you after my interview?


We aim to provide feedback as soon as the interview process allows. The time period will vary depending on the role.

How do I discuss the package I've been offered for a role?

You can discuss the package with your Talent Acquisition contact at offer stage.

Yay! I've got the role, what's next?

We'll carry out a number of background checks before you start. This is known as 'screening'.

Do you do any background checks?

Yes. All financial services companies, including AXA, are regulated by the Financial Conduct Authority (FCA). Being part of a regulated industry means we must check the background of all applicants before we confirm a job offer.

Pre-employment screening is not just regulatory, it also gives us the confidence that our people are the right fit to protect what matters to customers, colleagues, and our business.

• Who is screened? Everyone, from first-jobbers to senior directors! Often, the higher up the career ladder you are, the more stringent the screening becomes.


• What is screened? Identity and address; qualifications; employment history; credit check; criminal record; directorships.


If you think anything may affect these checks, please tell us.

What benefits or perks do you offer?

At AXA, we appreciate the people who work for us and regularly review our rewards package to reflect that. The advert for the role you're interested in will detail what you can expect to receive, but you can see an overview of our benefits and perks on our Why Join Us page.

Does AXA offer car allowance or a company car?

This depends on the grade, role, and eligibility of the employee. Check the benefits listed on the ad for the role you're interested in or confirm with your recruitment contact.