AXA Partners

About AXA Partners

This is a fantastic opportunity to work within our global Complaints & Customer Assistance function. You will focus on performance management in relation to customer feedback and complaint handling across AXA Travel Insurance (ATI). You will ensure that your team delivers quality work to meet global ATI standards and market regulations, and to support the excellent reputation of the AXA Brand. You will work closely with other managers and key stakeholders and will act as a representative for AXA when dealing with UK regulators. Your experience working in an international/multicultural environment will come handy as you will need to work alongside your ATI counterparts and key stakeholders to ensure all teams are adhering to the transformation program and delivering a high level of performance. Your challenge will be to meet and exceed the specific targets set from our partners whilst also achieving cost efficiencies and a productive customer feedback orientation. We will need you to be the main point of contact in front of the UK regulator, with the support of the Global Complaints and Customer Experience Manager. The scope of this role covers UK activity undertaken in the following operational centres; Redhill, Barcelona and Mauritius. So, what does your day look like… You will need to be able to manage a team of complaint handlers based in Redhill and keep them motivated, focused and working effectively. Understanding complaints and customer feedback outcomes is second to your nature so is identifying areas which need improvement You will need to act as a second-level escalation point for sensitive complaints or relevant ones Part of your role will be to manage the improvements and adherence to required quality targets across the UK activity with regards to complaint management and customer satisfaction processes You will be working with the Global Complaints & Customer Satisfaction manager to redefine our compensation strategy in order to reduce our costs whilst also providing flexibility and a connection with each of our customers. In addition to that, you will also: * To work with the Global Complaints and Customer Satisfaction manager to adhere and communicate with the UK regulator to ensure that we are aligned with our decision making and focus on the specific areas of improvement * To collaborate with the UK Training and QA Manager to drive focus and improvements on root causes (and alignment) across all customer feedback * To support the Global Complaints and Customer Satisfaction manager in defining the local programs translating the transformation strategy into actions and projects for the UK customer feedback * The UK spokesperson and ambassador for complaints and CX performance for ATI in front of internal and external customers and business associates * To work in collaboration with the operational Team Managers and the Heads of Operations to ensure that that customer feedback is monitored, performance is efficiently communicated and robust actions plans are applied * To work with the Quality Managers, in any remote office servicing the UK market to challenge and lead on topics directly related to the overall improvement of quality for UK activity * To support the implementation of the latest version of respond – complaints management tool * To oversee the social media/red flag complaint cases and work with the relevant marketing teams to ensure the protection of the AXA brand fair outcomes to our customers * To control the local customer feedback budget and supporting the heads of operations and counterparts with their cost and productivity adherence across the ATI geographies relating to UK activity Qualifications We are looking for a forward-thinking individual with extensive experience in maintaining a high level of customer service within the insurance industry. Your excellent communication skills, including being comfortable presenting to clients and employees and to all levels of stakeholders/clients will be a great asset. An ability to influence others is also a key character trait. The role offers great exposure to the business and you will need to work across international offices /clients /contracts whilst maintaining a high level of accuracy. You are analytically strong and very results-orientated with the ability to drive and manage change in order to delivery an exceptional customer experience. Your strong managerial background and working in a matrix structure will help you when managing customers in difficult contexts. Experience in NPS would be great. About AXA AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention. Our mission: Empower people to live a better life. Our values: Customer First, Courage, Integrity and One AXA. AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection. AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit. Our mission is to help our Corporate clients to enrich their customers’ experience, with more than 9,000 employees at their service anywhere, anytime. What We Offer By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.

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Company Info

Legal Form: SAS

Company Type: Private

Company Size: 5001 - 10000

Revenue: 1 - 5 billion (USD)

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Job Ads found: 2697

Job Ads per Month: 56.2

Hiring Locations: 42

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