Job Description

:

Senior Complaints Officer

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London, UK


Reporting to the Complaints UK Manager, the Senior Complaints officer will be supporting the Complaints UK Manager in BAU and ad hoc tasks. You will lead by an example in demonstration of core commitments of AXA XL. You will be helping to train new team members, contributing towards various MI, committees, Internal Audit Actions and delegating work to other members of the team.


An understanding that the customers come first which may result in working outside your core hours to deliver Treating Customers Fairly and The New Consumer Duty (FCA regulations). You will be responsible for dealing with high profile and complex complaints which include the UK Financial Ombudsman and the Irish regulator Financial Ombudsman Pension Scheme (F.S.P.O) and any mediation ad well as service check-in plan for the Coverholders and TPAs.


The Complaints UK team is a of team of 2 FTE and 1 manager and 4 FTE at India with high volume of BAU, so you will be assisting in ensuring AXA XL is in line with the latest regulation involving Complaints UK.

What

you'll be doing

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What will your essential responsibilities include?

To assist the Complaints Manager in forming relationship with extended teams like India and other cross functions. In the absence of the UK complaints manager, you will lead the team and ensure work is delegated to the team across both locations and that BAU is maintained Work closely with the Complaints UK Manager in establishing and maintaining a robust Complaints framework (including the oversight of corresponding policies and procedures) which allows AXA XL to comply with FCA, PRA and Lloyd's requirements as well as regulators of overseas operations of the UK regulated entities. Look for process enhancements and synergies To assist the Complaints Manager in managing the relationships with the FCA, FSPO and Lloyd's. To assist Complaints Manager in performing service reviews and check-ins with Coverholders and TPAs. Day to day view of the volume of complaints and provide consultation to your colleagues Performing file review and highlighting any abnormalities to the manager Identify any trend in root cause analysis through various reporting packs Assisting Complaints Manager in managing the Company's response to Customer complaints within the required timelines and perimeters set by the PRA, FCA and Lloyd's. Preparing and delivering complaints training




Assisting in the preparation of both internal and external reporting




You will report to UK Complaints manager

What

you'll bring

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We're looking for someone who has these abilities and skills:

Knowledge of relevant FCA and Lloyd's rules for complaint handling Experience of dealing with FOS and Lloyd's Knowledge of insurance operations, including claims/underwriting and third-party arrangements. Advantageous if you have experience using the complaints system Caresmart Excellent communication skills. Excellent organisational skills and able to work on own initiative A desire keep pace with changes to legislation, regulations and market practice and responding to regulatory consultations in close collaboration with the Regulatory reporting, Conduct and Complaints Lead

What

we

offer

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Inclusion

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That's why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. It's about helping one another -- and our business -- to move forward and succeed.

Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe. Robust support for Flexible Working Arrangements Enhanced family-friendly leave benefits Named to the Diversity Best Practices Index Signatory to the UK Women in Finance Charter


Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.

Total Rewards

AXA XL's Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do.

We're committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called "Roots of resilience", focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

Valuing nature:

How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society - are essential to our future. We're committed to protecting and restoring nature - from mangrove forests to the bees in our backyard - by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.

Addressing climate change:

The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.

Integrating ESG:

All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We're training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.

AXA Hearts in Action

: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL's "Hearts in Action" programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day - the Global Day of Giving.


For more information, please see axaxl.com/sustainability.

Who

we

are

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AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don't just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at axaxl.com