Complaints Officer at Axis Europe in London, England, United Kingdom | Kablio

Role

Description

complaint logging

report generation

trend analysis

training identification

policy compliance

sustainability

Identify training needs across the department to enhance service delivery.
Fully comply with the Organisations Health and Safety and Lone Working policies.
Proactively respond to expressions of dissatisfaction at the initial stage, preventing escalation wherever possible.
Investigate and register all complaints and report in accordance with company and client procedures. Ensure all MP/Councilor enquiries and complaints are investigated and resolved efficiently and within target timescales, advising residents and clients of their outcomes.
Provide any other reports requested by Complaints Team Leader or Customer Experience Manager
Report on trends relating to employee conduct and escalate any concerns to Customer Experience Manager.
To contribute ideas and suggestions that may enable the company to provide a better service.
Use the information and learning from complaints reporting and analysis to share opportunities for service improvement with Complaints Team Leader, Customer Experience Manager and Head of Customer Service
Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance.
Ensure all complaints are recorded on the Company’s Central Complaints Log as well as on any logs or trackers required to be completed by the clients for each contract.

Requirements

decision making

complaint handling

customer care

vulnerable clients

Experience of making timely and rational decisions, based on relevant information and experience
Experience of handling complaints and responding to customer dissatisfaction
Knowledge of complaint handling processes and procedures
Proven understanding of Customer Care with reference to vulnerable people is

Benefits

Long service awards; continuous service at key achievements are rewarded
Volunteer day; paid yearly volunteer days for a worthy cause
Perkbox; from free coffees and cinema tickets to trips away and much more
Annual holiday; 25 + Bank holidays

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 1986

Year established

The company was established in 1986 by its founding brothers, marking the beginning of its journey as a family firm.

£230 million turnover

Annual revenue

The company achieved a significant annual turnover of £230 million, reflecting its growth and market presence.

5A1 credit rating

Financial stability

The company holds a strong 5A1 credit rating, indicating its financial health and market credibility.

2024 acquisition

Year acquired

The company was acquired by H.I.G. Capital in 2024, marking a strategic move to expand its market reach.

Provides planned maintenance, responsive repairs and refurbishment across housing, heritage, education, public and commercial sectors.
Built a reputation as a trusted long‑term partner for large building owners, landlords, housing associations and local authorities.
Operates from its London base with six regional UK offices.
Typical projects range from social housing repairs and heritage restoration to commercial refurbishments and public‑sector maintenance.
Maintains a values‑led, service‑focused culture rooted in its family origins and long service in the sector.

Culture + Values

Honesty – Integrity, honesty and commitment breeds integrity, honesty and commitment
Respect – Everybody deserves respect
People – Train and develop people – their growth becomes our growth
Diversity – Embracing diversity will broaden our horizons
Cooperation – Harmony, cooperation, and openness helps build strong relationships
Community – A community we contribute to will welcome and value us
Environment – Protect our environment – protect our future
Safety – Commitment to health and safety benefits everyone

Environment + Sustainability

Zero to Landfill

Landfill Target

Eliminate all waste sent to landfills by 2030.

500 Vehicles

Electric Fleet

Convert 500 fleet vehicles to electric by 2030 to reduce emissions.

Halve Emissions

Emission Reduction

Reduce scope 1 and scope 2 greenhouse gas emissions by 50% by 2030.

Net Zero by 2050

Climate Goal

Achieve net-zero emissions across all operations by 2050.

Move all suppliers to renewable energy to reduce supply-chain emissions
Reduce supply-chain emissions by 2028
Partnered with Planet Mark (certified third year), Emitwise, Ecologi, Enva, Sustainable City Charter
Support UN Sustainable Development Goals: Decent Work & Growth; Sustainable Cities; Responsible Consumption & Production; Climate Action

Inclusion & Diversity

32 ethnic backgrounds

Ethnic Diversity

Represents the diversity of the workforce, highlighting inclusion across various cultural and ethnic groups.

23 languages

Linguistic Inclusion

Reflects the multilingual nature of the workforce, fostering an environment of cultural exchange and communication.

Promote gender diversity via inclusive hiring, workplace culture and showcasing successful women
Work with industry organisations to raise awareness of women in construction
Focus areas: Equality and Diversity; Inclusive Recruitment; Wellbeing and Engagement; Training and Development; Health and Safety

Articles

Careers

Sectors

Payroll FAQ

Role

Description

complaint logging

report generation

trend analysis

training identification

policy compliance

sustainability

Identify training needs across the department to enhance service delivery.
Fully comply with the Organisations Health and Safety and Lone Working policies.
Proactively respond to expressions of dissatisfaction at the initial stage, preventing escalation wherever possible.
Investigate and register all complaints and report in accordance with company and client procedures. Ensure all MP/Councilor enquiries and complaints are investigated and resolved efficiently and within target timescales, advising residents and clients of their outcomes.
Provide any other reports requested by Complaints Team Leader or Customer Experience Manager
Report on trends relating to employee conduct and escalate any concerns to Customer Experience Manager.
To contribute ideas and suggestions that may enable the company to provide a better service.
Use the information and learning from complaints reporting and analysis to share opportunities for service improvement with Complaints Team Leader, Customer Experience Manager and Head of Customer Service
Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance.
Ensure all complaints are recorded on the Company’s Central Complaints Log as well as on any logs or trackers required to be completed by the clients for each contract.

Requirements

decision making

complaint handling

customer care

vulnerable clients

Experience of making timely and rational decisions, based on relevant information and experience
Experience of handling complaints and responding to customer dissatisfaction
Knowledge of complaint handling processes and procedures
Proven understanding of Customer Care with reference to vulnerable people is

Benefits

Long service awards; continuous service at key achievements are rewarded
Volunteer day; paid yearly volunteer days for a worthy cause
Perkbox; from free coffees and cinema tickets to trips away and much more
Annual holiday; 25 + Bank holidays

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 1986

Year established

The company was established in 1986 by its founding brothers, marking the beginning of its journey as a family firm.

£230 million turnover

Annual revenue

The company achieved a significant annual turnover of £230 million, reflecting its growth and market presence.

5A1 credit rating

Financial stability

The company holds a strong 5A1 credit rating, indicating its financial health and market credibility.

2024 acquisition

Year acquired

The company was acquired by H.I.G. Capital in 2024, marking a strategic move to expand its market reach.

Provides planned maintenance, responsive repairs and refurbishment across housing, heritage, education, public and commercial sectors.
Built a reputation as a trusted long‑term partner for large building owners, landlords, housing associations and local authorities.
Operates from its London base with six regional UK offices.
Typical projects range from social housing repairs and heritage restoration to commercial refurbishments and public‑sector maintenance.
Maintains a values‑led, service‑focused culture rooted in its family origins and long service in the sector.

Culture + Values

Honesty – Integrity, honesty and commitment breeds integrity, honesty and commitment
Respect – Everybody deserves respect
People – Train and develop people – their growth becomes our growth
Diversity – Embracing diversity will broaden our horizons
Cooperation – Harmony, cooperation, and openness helps build strong relationships
Community – A community we contribute to will welcome and value us
Environment – Protect our environment – protect our future
Safety – Commitment to health and safety benefits everyone

Environment + Sustainability

Zero to Landfill

Landfill Target

Eliminate all waste sent to landfills by 2030.

500 Vehicles

Electric Fleet

Convert 500 fleet vehicles to electric by 2030 to reduce emissions.

Halve Emissions

Emission Reduction

Reduce scope 1 and scope 2 greenhouse gas emissions by 50% by 2030.

Net Zero by 2050

Climate Goal

Achieve net-zero emissions across all operations by 2050.

Move all suppliers to renewable energy to reduce supply-chain emissions
Reduce supply-chain emissions by 2028
Partnered with Planet Mark (certified third year), Emitwise, Ecologi, Enva, Sustainable City Charter
Support UN Sustainable Development Goals: Decent Work & Growth; Sustainable Cities; Responsible Consumption & Production; Climate Action

Inclusion & Diversity

32 ethnic backgrounds

Ethnic Diversity

Represents the diversity of the workforce, highlighting inclusion across various cultural and ethnic groups.

23 languages

Linguistic Inclusion

Reflects the multilingual nature of the workforce, fostering an environment of cultural exchange and communication.

Promote gender diversity via inclusive hiring, workplace culture and showcasing successful women
Work with industry organisations to raise awareness of women in construction
Focus areas: Equality and Diversity; Inclusive Recruitment; Wellbeing and Engagement; Training and Development; Health and Safety

Articles

Careers

Sectors

Payroll FAQ