AI-Driven Complaints Resolution Specialist

Royal Bank of Scotland; Onchan; On-site; GBP 32,000 - 42,000; Full time

Job summary

Royal Bank of Scotland is seeking a Complaints Customer Support Specialist to own complaints from receipt to resolution, ensuring fair, timely outcomes while meeting regulatory requirements. The role emphasizes empathy, professionalism, and building trust with customers.

You will work within Specialist Customer Service, using digital and AI-enabled tools to improve efficiency and customer experiences, and you may support other specialist teams as needed.

Qualifications

• Proven ability to deliver fair outcomes in difficult situations with empathy.
• Experience handling challenging conversations and investigating complex cases.
• Experience in complaints, Bereavements, Financial Health & Support, Fraud Operations or contact centres is beneficial.

Responsibilities

• Log and manage all complaints in the system.
• Fully investigate the nature of the complaint before responding.
• Respond positively to objections and provide fair outcomes.
• Collaborate with other parts of the bank to deliver fair outcomes.
• Use digital and AI-enabled tools to improve efficiency and experiences.
• Review processes to automate or enhance the customer and business experience.
• Support other specialist disciplines as needed.

Skills

Customer service

Case management

Communication skills

Investigation

Regulatory awareness

Job description

Royal Bank of Scotland is seeking a Complaints Customer Support Specialist to own complaints from receipt to resolution, ensuring fair, timely outcomes while meeting regulatory requirements. The role emphasizes empathy, professionalism, and building trust with customers.

You will work within Specialist Customer Service, using digital and AI-enabled tools to improve efficiency and customer experiences, and you may support other specialist teams as needed.