Complaints Handler

AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most. As the sixth‑largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance, supporting millions of customers worldwide and helping them navigate life's uncertainties with confidence.

We’re excited to offer a full‑time, permanent role at AXA Commercial as a Complaints Handler in our Complaints Resolution team in Haverhill and Bolton. This position involves handling customer complaints over the phone with empathy, ensuring fair resolution, and building strong relationships to drive customer satisfaction.

• Deliver excellent customer service by conducting thorough investigations and achieving fair, reasonable outcomes.
• Record, investigate and resolve customer complaints in line with FCA timescales and KPI’s.
• Respond to customers with thorough and high‑quality communication, accurately identifying the root cause of issues and implementing appropriate operational solutions.
• Use initiative and available resources to find the best solution for the customer.
• Communicate clearly and professionally over the phone, ensuring all letters to complainants are of high quality and in line with best practice guidelines.
• Escalate issues to relevant Commercial Insurance teams to understand the complaint and resolve it efficiently.

At AXA we work smart, empowering our people to balance their time between home and the office. You will work at least two days a week (40%) away from home, moving to three days a week (60%) in the future.

Full time, 35 hours per week, Monday to Friday, 9 am to 5 pm.

• Experience in a customer‑facing role.
• Proven complaints handling experience, preferably within the insurance or financial services sectors; claims complaints experience is an added advantage.
• Knowledge of how to support customers with vulnerability characteristics during the complaint process.
• Strong influencing skills to achieve the best outcomes.
• Sound business acumen and advanced analytical skills.
• Ability to manage change effectively in different situations.
• Excellent written and verbal communication skills.
• Sound planning and prioritisation skills to meet deadlines.

As a precondition of employment, you must be eligible and authorised to work in the United Kingdom. This position is defined as an Insurance Distribution Directive (IDD) role. In addition to pre‑employment screening checks, the successful candidate will be subject to background screening every four years with an annual declaration in interim years.

We’re proud to be an Equal Opportunities Employer and do not discriminate against employees or potential employees based on protected characteristics. For accommodations during the interview process, please contact our AXA Accessibility Concierge at