AI-Enhanced Complaints Resolution Specialist

NatWest Group

Onchan

On-site

GBP 30,000 - 36,000

Full time

3 days ago

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Job summary

NatWest Group is seeking a Complaints Customer Support Specialist to own complaints from receipt to resolution, ensuring fair outcomes and regulatory compliance. You will listen to customers, investigate thoroughly and keep them informed throughout the journey, while collaborating with colleagues to deliver quality service.

You will use empathy, sound judgement and digital tools to improve efficiency and outcomes, handling a varied caseload in a fast-paced environment.

Qualifications

Strong customer service and case management experience.
Ability to handle sensitive, complex or challenging customer situations with empathy.
Experience with complaints, Bereavements, Financial Health & Support, Fraud Operations or Call Centre environments would be beneficial.

Responsibilities

Take ownership of complaints from receipt through resolution, ensuring fair outcomes and regulatory compliance.
Listen to concerns, investigate issues thoroughly, and keep customers informed at each step.
Collaborate with other bank teams to support the delivery of fair outcomes and great customer experiences.
Use approved digital and AI-enabled tools to improve efficiency and enhance customer experiences.
Identify processes that could be automated or improved to benefit customers and the business.