AI-Enabled Complaints Support Specialist

NatWest Group; United Kingdom, United Kingdom; On-site; GBP 28,000 - 36,000; Full time

Job summary

NatWest Group is seeking a Complaints Customer Support Specialist to own end-to-end resolution of customer complaints with fairness, empathy and regulatory awareness. Based in the UK in Jersey or the Isle of Man, you’ll help deliver world-class service while embracing digital and AI-enabled tools.

You will log, investigate, and resolve cases, build relationships across the bank, and contribute to continuous improvement in customer outcomes and experiences.

Qualifications

• Proven ability to deliver fair outcomes in difficult situations.
• Excellent communication, investigation and decision-making skills.
• Ability to build stakeholder relationships while meeting regulatory requirements.
• Experience in Complaints, Bereavements, Financial Health & Support, Fraud Operations, or Contact Centre environments.
• Experience coaching or developing colleagues is advantageous.

Responsibilities

• Log and update all complaints on the complaints management system.
• Investigate the nature of the complaint and ensure understanding before responding.
• Address objections from customers effectively.
• Build and maintain relationships across the bank to support fair outcomes and great customer experiences.
• Use AI-enabled tools to improve efficiency and enhance customer and colleague experiences.
• Review processes to automate or enhance the customer and business experience.
• Work flexibly across Specialist Customer Service to support other disciplines as required.

Skills

Customer service

Empathy

Patience

Communication

Case management

Investigation

Decision making

Tools

AI-enabled tools

Job description

NatWest Group is seeking a Complaints Customer Support Specialist to own end-to-end resolution of customer complaints with fairness, empathy and regulatory awareness. Based in the UK in Jersey or the Isle of Man, you’ll help deliver world-class service while embracing digital and AI-enabled tools.

You will log, investigate, and resolve cases, build relationships across the bank, and contribute to continuous improvement in customer outcomes and experiences.