Customer Experience Representative; Complaint Handler

Overview

Our client is seeking a dedicated Customer Experience Representative (Complaint Handler) for a full-time, permanent position located in either Guernsey or Jersey. In this vital role, you will be at the forefront of ensuring exceptional customer experiences by understanding and resolving customer queries and complaints. Your commitment to fair and compliant solutions will make a significant impact, as you will champion the voice of the customer while working collaboratively to enhance services.

This opportunity allows you to thrive in a dynamic, customer-centric environment.

• Deliver high-quality, compliant customer service that supports positive outcomes and minimises complaint escalations.
• Resolve customer queries and complaints effectively, striving for first contact resolution.
• Build strong relationships to understand the root causes of customer sentiment and support continuous improvement.
• Ensure all interactions align with internal procedures, regulatory requirements, and the company's values.
• Maintain customer confidentiality and data integrity in accordance with security policies.
• Embrace learning, development, and change to foster personal growth and enhance team performance.
• Respond to customer queries across various channels, adhering to the complaints framework and service standards.
• Apply knowledge of products, policies, and procedures to provide accurate and timely resolutions.
• Share insights and feedback that contribute to improvements in both customer and colleague experiences.
• Take ownership of individual customer cases, guaranteeing fair and tailored outcomes.
• Support operational risk management and compliance with all relevant policies.
• Contribute to a culture of continuous improvement, learning, and high performance.

• Strong communication and interpersonal skills to build rapport with customers.
• Problem-solving capabilities with a focus on achieving resolution on the first point of contact.
• Ability to work collaboratively across teams and adapt to a fast-paced environment.
• Attention to detail and commitment to maintaining confidentiality and compliance.
• Experience in customer service or complaint handling is preferable.

Joining our client means becoming part of a team committed to excellence and customer satisfaction. You'll enjoy the chance to make a real difference in people's experiences, whilst also benefiting from opportunities for personal and professional development. Their inclusive and supportive culture is designed to help you grow and thrive. If you're looking for a role where you can contribute meaningfully while continually developing your skills, this is an opportunity not to be missed!

Apply now to embark on a rewarding journey with our client.

Register today, confidentially, with one of our friendly and dedicated recruitment specialists by contacting our team.