Complaints Handler

Turn Challenges into Trust. Be the Voice That Makes Things Right.
Every complaint tells a story and every resolution is an opportunity to strengthen a customer relationship.
At AXA Partners, we're looking for a passionate and empathetic
Complaints Handler
who thrives on solving problems, helping people, and transforming difficult customer experiences into positive outcomes. In this role, you'll be at the heart of our commitment to customer satisfaction, acting as a trusted advocate for our customers while collaborating with colleagues across the business to deliver fair and effective resolutions.
If you're someone who remains calm under pressure, enjoys investigating complex situations, and takes pride in delivering excellent customer experiences, we'd love to hear from you.
What you'll be doing:
As a Complaints Handler within our Truck & Trailer Partnership & Customer Satisfaction team, you'll play a key role in ensuring our customers feel heard, understood, and valued.
Your responsibilities will include:
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Managing customer complaints from receipt through to resolution, ensuring every case is handled with empathy, professionalism, and care.
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Recording and categorising complaints accurately within established timelines.
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Conducting thorough investigations by collaborating with internal stakeholders and operational teams across the business.
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Identifying root causes and implementing fair, balanced, and customer-focused solutions.
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Delivering clear, high-quality written and verbal communication throughout the customer journey.
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Negotiating compensation when appropriate and processing payments within authorised limits.
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Monitoring complaint trends and identifying opportunities to improve processes and customer experience.
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Supporting quality initiatives and contributing to continuous improvement across the organisation.
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Building positive relationships with customers, partners, and colleagues to drive outstanding service outcomes.
Why This Role Matters
This is more than complaint management. You'll have the opportunity to:
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Make a genuine difference in customers' experiences during challenging situations.
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Become a key voice of the customer within the organisation.
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Influence service improvements and help shape a better customer journey.
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Work in a collaborative, international environment where customer satisfaction is at the heart of everything we do.
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Turn frustration into loyalty by helping customers find the right outcome.

What you'll bring:
We're looking for someone who combines empathy, resilience, and analytical thinking with a true passion for customer experience.
Skills & Experience
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Previous experience in complaints handling, customer service, claims, case management, or a similar customer-focused role.
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Strong empathy and a genuine desire to help customers.
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Excellent communication skills, both written and verbal.
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Professional proficiency in English; additional languages are highly valued.
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Ability to remain calm, resilient, and solution-oriented in challenging situations.
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Strong analytical and problem-solving skills with attention to detail.
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Excellent organisational skills and ability to manage multiple priorities and deadlines.
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Confidence using digital tools, business applications, and case management systems.
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Ability to work collaboratively across different teams and stakeholders.
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A proactive mindset focused on continuous improvement and delivering exceptional customer outcomes.
What we offer:
At AXA Partners, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that.
To apply, click on the 'apply for this job' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa
Who we are:

At AXA Partners, our mission is to help people and businesses wherever and whenever they need us. With over 9,000 employees worldwide, we deliver innovative assistance, insurance, and protection solutions that make a meaningful difference every day.
As part of our Partnership & Customer Satisfaction team, you'll join a supportive team environment where your contribution is visible, valued, and impactful. Together, we'll continue creating experiences that build trust, strengthen relationships, and put customers first.
Ready to make a difference, one conversation at a time?
Apply today and help us turn customer challenges into customer loyalty.