Complaints Operations Manager

Job content

Description
Are you passionate about complaint resolution? Are you ready to for the next step in your career development? Want to work for an award-winning company?

This is fantastic newly created permanent role for a Complaints Operations Manager to join the Operations Complaints Team. You will be responsible for leading, motivating and developing the team to meet and exceed business objectives and targets by driving and delivering operational excellence, high employee engagement, people capability and continuous improvement.

Joining us as a Complaints Operations Manager, you’ll be assisting with the management of complaint initiatives to ensure an efficient end to end complaint journey for our customers through effective management of people resources and the use of complaints best practice. We want to deliver results and good outcomes for our customers. We always put the Customer First in everything we do, so we want someone who strives 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 one of our workplace hubs in Teesside, Ipswich, Morecambe or Birmingham in a way that works best for them, their team and our customers.

Working Hours: Full time, 35 hours per week Monday to Friday – flexible working pattern will be considered.

Training:

You’ll receive full training, to set you up for success in your new role with lots of support along the way. We provide a Career Development Framework that is reviewed every 12 months with your manager, giving you clear career progression. You’ll receive full training and support that you need to make a difference, no matter the stage of your career.

What you’ll be doing:

• Involvement into local complaint strategic plans, ensuring teams’ objectives and KPI’s are aligned and delivered successfully.
• Management of people resources and use of Complaints best practice to deliver targeted results and good customer outcomes.
• Ensuring the Complaint Handling model meets regulatory requirements.
• Management, motivation, coaching and development of people.
• Assisting with managing complaint focused Insurance wide initiatives ensuring an efficient end to end Complaint journey.
• Implement and drive change initiatives.
• Build continuous improvement culture that changes operational processes and enhances capability.
• Identify, escalate and manage emerging risks, focus on preventing problems and implement robust tracking mechanisms.
  
  

Qualifications

• Proven track record of leading and motivating teams.
• Ensuring best practice guidance is inputted into operational process.
• Commercially astute with the ability to understand the business environment, distribution and business strategy and translating into local operational plans.
• Drive continuous improvement.
• Working knowledge of insurance principles, products, policies and claims procedures, and relevant legislation and compliance requirements.
• Excellent interpersonal skills, sound knowledge of HR processes and people management skills.
• Ability to build frameworks to support the development of competence and empowerment within own operation and across the wider claims arena.
• Developing and maintaining excellent internal and external customer relationships driving the right outcomes for customers and the business.
• Ability to write reports, create and deliver presentations.
  
  

As a precondition of employment for this role, you must be eligible and authorized 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.

What We Offer
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 up to £32,4000 dependent on experience
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• 28 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
  
  

Our ambition is 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 understand that everyone has individual work and home life responsibilities, therefore we’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. As a regulated financial services company, all successful candidates will be subject to preemployment checks. We’re committed to providing equal opportunities for all, therefore we welcome and encourage applications from people of all backgrounds. As a disability confident employer, we’re pleased to offer our support and access to the AXA Accessibility Concierge should you require an alternative method of applying or any reasonable adjustments to be made during the recruitment process.

To apply, click ‘Apply Now’ and you’ll be able to upload your profile/CV from there. If you’d like to discuss this role further or would like to engage with our Accessibility Concierge, please send an email to laura.venables@axa-uk.co.uk

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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.

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.

Proud to be part of the AXA Group, a global insurance brand and a worldwide leader in financial services, AXA Insurance businesses employ over 5,500 in a network of offices across the UK. Our expert teams care for a huge range of customers, helping them protect their cars, homes and businesses against life’s uncertainties. Whether bought directly, through brokers or through a number of corporate partners, our market-leading products are trusted by millions.