Customer Care Advisor Job In Athlone

Job Description

To provide an effective support service within the Complaints department to ensure that the business objectives and regulatory obligations are met and exceeded.

Provide logistical and administrative support to the Customer Relations Manager and her/his team to enable them to carry out their roles efficiently and effectively.

To provide advice to customers/Third Party Networks and partners in the provision of emergency vehicle/home assistance services and Travel to customers of AXA Assistance clients in Ireland in relation to complaints.

• To be responsible for the proper handling and resolution of customers' complaints in accordance with regulatory requirements and timescales, and to meet targets for resolution of complaints whilst maintaining high levels of quality.
• Compliance with all relevant legal and regulatory standards is mandatory, alongside the requirements of the Central Bank of Ireland and the Financial Services Ombudsman's Bureau (FSOB and Financial Conduct Authority).
• Responsible for the handling and resolution of customer/client complaints in accordance with regulatory obligations and timescales. Deliver on targets for resolution whilst maintaining high levels of quality.
• Investigate all complaints to establish root causes and implement improved processes to avoid repetition.
• Maintain complaints database and provide MI to the business and clients.
• Recognise potential compliance breaches and report to the business.
• To support and assist other team members in the resolution of complaints.
• To participate in the provision of feedback to the business with the aim of reducing numbers of complaints and improving customer outcomes.
• Identify shortfalls in the quality of customer service and take necessary steps to make required improvements.
• Introduce new processes and procedures in the complaints area and other initiatives designed to reduce the volume, cost and impact of complaints.
• To answer recurring correspondence with the complainant.
• Provide support for other Operational Business Centres as required.

Maintenance of relevant learning and development needs and any professional qualification/accreditations (such as APA/CIP where required in line with business/job needs).

• Minimum of 3 years' experience working in customer facing areas.
• CIP Qualified or, APA plus PDI-04 accredited.
• Strong knowledge of regulatory requirements and timescales for complaint handling.
• Analytical
• Excellent organizational and time management skills
• Excellent written and verbal communication skills
• Ability to use initiative.
• The ability to meet deadlines
• A willingness to be flexible
• Ability to work under pressure
• Ability to use Excel and Word to an intermediate level
• Willingness to learn and to adapt to change
• Support the Business in transformation projects.

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. Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.

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.