Customer Complaints Advocate: Fair Outcomes

RBS

Onchan

On-site

GBP 26,000 - 38,000

Full time

7 days ago

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Job summary

RBS is seeking a Complaints Customer Support Specialist to own complaints from receipt to resolution, ensuring fair, timely outcomes and compliance with regulatory standards. You’ll work within the Specialist Customer Service Team, addressing complex situations with empathy and professionalism, while leveraging digital and AI-enabled tools to enhance customer and colleague experiences.

The role offers flexibility to base in Jersey or the Isle of Man, with the requirement to clearly state the

Qualifications

Proven ability to deliver fair outcomes in difficult situations, showing empathy, patience and professionalism.
Confident handling of challenging conversations, investigating complex situations and making balanced decisions.
Ability to build trusted relationships, understand customer needs and resolve issues balancing regulatory and business considerations.

Responsibilities

Own complaints from initial receipt through to resolution, ensuring fair, timely and well‑reasoned outcomes.
Listen to customer concerns, investigate issues thoroughly and keep customers informed at every step.
Log and update all complaints accurately on the complaints management system.
Ensure the nature of the complaint is fully investigated before responding.
Respond positively to objections and maintain strong stakeholder relationships across the bank.
Utilize approved digital and AI-enabled tools to improve efficiency and outcomes.