Commercial Complaints Team Leader

We have an opportunity for a dynamic and experienced Team Leader to join AXA’s Commercial Complaints in our Glasgow office. Reporting into the Chief Operating Office, you will lead a team of dedicated Complaint Handlers who investigate AXA’s Property, Motor and Liability complaints.
As a Team Leader you will create every opportunity to enable your team to thrive. Motivating and coaching them to ensure we achieve fair customer resolutions with professionalism and empathy. You’ll also have opportunities to collaborate across the department, influencing growth, efficiencies and change within Complaints and the Commercial Claims business.
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least 40% of your week away from home, either at one of our office locations, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, such as part-time or condensed hours, which you can discuss with Talent Acquisition.
What you'll be doing
Oversee your teams’ relationship and awareness with the FOS, FCA and regulatory SLA’s
Observe trends with a view to improve operational processes and drive best practice across the business
Identify risks, root cause analysis and implement controls, presenting findings and recommendations to relevant stakeholders
Lead relationships with key internal and external stakeholders
Provide support as directed by the Head of Complaints including project delivery activities
We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply.