Customer Experience Representative (Complaint Handler)

| Overview<br><br>At Skipton International, we're committed to delivering exceptional customer experiences. As a Customer Experience Representative (Complaint Handler), you'll play a key role in understanding and resolving customer queries, ensuring outcomes that are fair, compliant, and aligned with our values. You'll be a role model for outstanding service, working across teams to improve processes and champion the voice of the customer. This is a great opportunity to make a real impact in a dynamic, customer-focused environment.<br><br><br><br>Key Accountabilities<br><br>Deliver high-quality, compliant customer service that supports positive outcomes and minimises complaints escalation.<br><br>Resolve customer queries and complaints effectively, aiming for first point of contact resolution.<br><br>Build strong relationships to understand root causes of customer sentiment and support continuous improvement.<br><br>Ensure all interactions align with internal procedures, regulatory requirements, and Skipton's values.<br><br>Maintain customer confidentiality and data integrity in line with security policies.<br><br>Embrace learning, development, and change to support personal growth and team performance.<br><br><br><br>Responsibilities<br><br>Respond to customer queries across channels in line with Skipton's complaints framework and service standards.<br><br>Apply knowledge of products, policies, and procedures to deliver accurate and timely resolutions.<br><br>Share insights and feedback to support improvements in customer and colleague experiences.<br><br>Take ownership of individual customer cases, ensuring fair and tailored outcomes.<br><br>Support operational risk management and compliance with all relevant policies.<br><br>Contribute to a culture of continuous improvement, learning, and high performance.<br><br><br><br>apply online at www.skiptoninternational.com/about-us/careers/careersvacancies/vacancy/?ref=VA116<br><br> |
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