Member Escalations Manager - Complaints & Vulnerability

Accountable for the successful delivery of exceptional experiences for those customers who need our help the most - predominantly centred on those Members with complaints and in need of additional support, particularly vulnerable customers. The postholder is accountable for ensuring member complaints are identified, investigated, and resolved within regulatory timescales, achieving fair outcomes for Members.

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.

What you'll be doing:

• Lead the operational delivery and policy for managing complaints at AXA Health and third-party entities.


• Oversee service delivery for the Extra Care Team, catering to vulnerable customers and those requiring specialized support.


• Develop and implement strategies to manage complaints effectively throughout the member journey.


• Manage Conduct Risk, Regulatory, and internal KPIs within agreed tolerances for complaints and vulnerable customers.


• Align customer service processes with the successful delivery of 'Extra Care' for specific member cohorts.


• Foster a high-performance, growth-focused culture across teams and drive continuous improvement.


• Ensure effective support and controls in all accountable processes.


• Ensure adequate training and competence of staff involved in complaint handling and Extra Care processes.


• Actively engage in internal and external committees to drive ongoing improvement and positive stakeholder relationships.


• Collaborate with stakeholders to enhance member experiences through root cause analysis and drive cross-functional change.
  
  Exceptional leadership skills gained from managing large teams c100 - able to inspire and develop a diverse range of individuals and roles to foster a positive, growth-oriented culture.


• Proven track record in delivering tactical and strategic solutions across complex and diverse operations, including remote management.


• In-depth understanding of complaint management regulations, vulnerable customers, and experience in heavily regulated environments.


• Strong commercial acumen - adept at identifying and meeting commercial requirements, including budgetary controls.


• Autonomous and self-motivated with balanced judgement in decision making.


• Excellent communication, influencing, and interpersonal skills with a demonstrated ability to build strong working relationships at all levels.


• Proficient in project management, utilizing tools and techniques to drive continuous improvement and change.


• Demonstrated experience in building and leading teams to deliver exceptional customer service.


As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

At AXA Health, we help our members be the best version of themselves by providing access to health and wellbeing support for mind and body. We're transforming our business by developing easy, efficient, digital experiences for our customers. We're a collective of specialists passionate about helping our members flourish, whether that's individuals and families, small businesses or huge corporates.

At AXA UK, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive annual salary of up to £70,000 dependent on experience


• Annual company & performance-based bonus


• Contributory pension scheme (up to 12% employer contributions)


• Life Assurance (up to 10 x annual salary)


• 28 days annual leave plus Bank Holidays


• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave


• AXA employee discounts


• Gym benefits