Job Description

Join AX where our people and purpose drive us forward

At AX, we're passionate about keeping drivers on the road and delivering exceptional care when it matters most. As a leading accident assistance and aftercare provider, we support customers involved in non-fault accidents by supplying replacement vehicles and managing their claims with empathy and efficiency.



Our values

Inspired to Innovate, Always Respectful, Fully Accountable,

and

Delivering Delight

are at the heart of everything we do. We foster a culture that prioritises wellbeing, development, and inclusivity, ensuring our people feel supported and empowered every step of the way. We're a team that values care, quality, and customer satisfaction. You'll be part of a supportive environment where your work is appreciated, and your development is encouraged.

About the role

We are looking to recruit a

part-time Customer Complaints Advisor

. The focus will be to respond to customer complaints as well as identify and feedback any common issues and concerns. You will be working Monday, Tuesday and Wednesday each week, with a requirement to attend the office one day per week.

What you'll be doing

accurate and timely investigation of complaints in accordance with regulatory requirements keeping the complaints QBE up-to-date and ensure we are not in breach investigate, analyse and handle resolution of complaints taking into account FCA requirements, Treating Customers Fairly (TCF) and Consumer Duty liaise with departments, clients and partners to understand claims, findings and resolve issues effectively and sensitively communicate with clients to discuss concerns and confirm the outcome of investigations maintain the Client Dissatisfaction Report and provide reports review calls to ensure adherence to GDPR review feedback from our social media channels and customer feedback surveys highlight/provide feedback to relevant Managers to help reduce complaints and highlight training needs maintain accurate information to support workflows act in accordance with GDPR to achieve department objectives and targets carry out reasonable tasks as requested by your Line Manager.

What you'll bring

demonstrable experience in a similar role general knowledge of the claim process and an understanding of FCA, TCF and Consumer Duty is desirable but not essential the ability to investigate and analyse complaints a good listener with empathy, being both diplomatic and approachable with strong influencing and negotiation skills excellent verbal and written communication skills ability to balance working to tight deadlines, whilst consistently maintaining high levels of quality, working on own initiative experience of working with a variety of in-house systems and confidential data computer skills with a working knowledge of Microsoft Office able to react to business change in a timely manner work with autonomy and proactively suggest improvements excellent attention to detail a results driven, tenacious self-starter who is a team player and able to communicate at all levels.

What we offer

A competitive salary dependent on experience 22 days holiday (plus bank holidays), rising to 27 with service (pro-rata) Workplace pension scheme Bupa Private Healthcare (optional) Life Assurance (4x salary) Employee Assistance Programme and wellbeing tools Retail discounts and savings Ongoing professional development and career growth opportunities

Diversity & Inclusion

We're committed to creating a workplace where everyone feels welcome, valued, and able to thrive. If our values resonate with you and you're excited about this opportunity, even if your experience doesn't perfectly match, we'd love to hear from you. You might be just who we're looking for.