Complaints Customer Support Specialist

NatWest Group; Onchan; On-site; GBP 30,000 - 36,000; Full time

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.

Skills

Customer service

Empathy

Complaint handling

Communication

Investigation

Decision making

Stakeholder relations

AI tools

Job description

Join us as a Complaints Customer Support Specialist

• If you’re passionate about delivering exceptional customer service and have the confidence to navigate complex situations with professionalism and empathy, then you could thrive in this rewarding role
• You'll have a key role within our Specialist Customer Service Team, taking ownership of customer complaints, delivering fair outcomes and helping to build trust and confidence in the bank, and you’ll be recognised for your focus on doing the right thing
• You'll have the opportunity to develop specialist expertise across Complaints, Bereavements, Financial Health & Support and Fraud Operations while embracing digital and AI-enabled ways of working to improve customer and colleague experiences
• You'll embrace continuous improvement and the responsible use of digital and AI-enabled tools to improve customer and colleague experiences
• This job can bebased in Jersey or the Isle of Man, but you’ll need to clearly state on your CV that you have the right to live and work in these locations

What you'll do

As a Complaints Customer Support Specialist, you’ll be taking ownership of complaints from initial receipt through to resolution, ensuring fair, timely, and well-reasoned outcomes are achieved for our customers while meeting regulatory requirements and quality standards. This will include making sure that due consideration is given to customers who have suffered distress, inconvenience or financial loss.

You’ll work closely with customers throughout their complaint journey, listening to their concerns investigating issues thoroughly and keeping them informed every step of the way. Through empathy, professionalism and sound judgement, you'll deliver a world-class customer experience, even during challenging situations.

Day to day, you’ll be:

• Making sure that all complaints are fully and accurately logged and updated on the complaints management system
• Ensuring that the nature of the complaint is fully investigated and understood before responding
• Understanding and responding positively to any objections customers may have
• Building and maintaining strong working relationships with other parts of the bank to support the delivery of fair outcomes and great customer experiences
• Using approved digital and AI-enabled tools to improve efficiency, reduce administrative effort and enhance customer and colleague experiences
• Reviewing processes which could be automated simplified or enhanced to improve the customer and business experience
• Working flexibly across Specialist Customer Service to support other specialist disciplines where required

The skills you'll need

You’ll have a proven ability to deliver fair outcomes in difficult situations, demonstrating empathy, patience and professionalism when dealing with a range of customers and circumstances.

You'll be confident managing challenging conversations, investigating complex situations and making balanced decisions while exercising sound judgement and maintaining a strong focus on customer outcomes. You'll be able to build trusted relationships, understand customer needs and take ownership of resolving issues, balancing customer needs, regulatory requirements and business considerations to achieve the right outcome. You'll also be comfortable working in a fast-paced environment, managing a varied caseload and helping to continuously improve the service we provide. Experience within Complaints, Bereavements, Financial Health & Support, Fraud Operations, Customer Service or Contact Centre environments would be beneficial. Experience supporting, coaching or developing colleagues would also be advantageous.

We’ll also be looking for you to demonstrate:

• Strong customer service and case management experience, including handling sensitive, complex or challenging customer situations from initial contact through to resolution
• Excellent communication, investigation and decision-making skills, with the ability to analyse information objectively, exercise sound judgement and explain complex information clearly and confidently
• The ability to build effective stakeholder relationships while maintaining awareness of regulatory requirements, policies and customer outcomes
• Strong organisational skills, attention to detail and the ability to manage competing priorities and deliver high-quality outcomes within agreed timescales
• A commitment to continuous improvement, innovation and AI-enabled ways of working, combined with genuine empathy and an understanding of different customer perspectives and circumstances