Sarah Jones
About Sarah Jones
Sarah Jones is a Complaints Manager at AXIS Capital, where she has worked since 2017. She has extensive experience in customer service and complaints management, having held various leadership roles across multiple insurance companies.
Work at AXIS Capital
Sarah Jones has been serving as the Complaints Manager at AXIS Capital since 2017. In this role, she is responsible for overseeing the governance of complaints and ensuring compliance with FCA and TCF guidelines. She leads a team focused on managing complaints effectively while maintaining high standards of customer service. Her leadership involves monitoring the effectiveness of working procedures and implementing process improvement initiatives to enhance operational efficiency.
Previous Experience in Customer Service Management
Prior to her current role, Sarah Jones held various positions that contributed to her expertise in customer service management. She worked at Harrods as a Customer Loyalty Manager for one month in 2014. She then served as the Underwriting Services & Contract Certainty Manager at Novae from 2015 to 2016. Additionally, she was the Head of Complaints at Novae for one year, where she further developed her skills in complaint resolution and customer satisfaction.
Leadership Roles in Insurance Sector
Sarah Jones has extensive experience in leadership roles within the insurance sector. She was an Assistant Team Leader at Churchill Insurance from 2001 to 2005 and later became a Claims Team Leader there from 2005 to 2010. Her tenure at Direct Line Group as an Executive Complaints Team Manager from 2010 to 2013 further solidified her capabilities in managing teams and addressing customer complaints effectively.
Education and Expertise
Sarah Jones possesses a sound knowledge of FCA and TCF requirements, which she applies to ensure adherence to standards in complaint handling. Her expertise includes controlling the governance of complaints and communicating quality reports to the board and management. This knowledge underpins her ability to link team performance to broader business objectives, demonstrating her strategic approach to customer service management.