Complaints Specialist

Complaints Specialist

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The Requirements

Join our Complaints team as a Complaints Specialist in Bolton

  • We want your passion for customer service and flair for dealing with complaints 
  • You'll manage customer complaints in a responsive manner to devise fair resolutions
  • Take the opportunity to develop your knowledge of our products and demonstrate the ability to thrive in a fast paced environment

What you'll do

Working in a busy and changing environment as a Complaints Specialist, you'll receive and resolve complaints in accordance with complaint handling standards and guidance to produce fair and positive outcomes. You'll investigate customer complaints in an efficient and professional manner, making sure complaints are accurately logged where a fellow colleague has stored original information on the issue. 

You'll also: 

  • Provide a highly responsive service to customers via a variety of mediums including telephone and email to provide a positive experience 
  • Respond swiftly and appropriately to a range of requests to provide a full resolution, calculating redress, refunds and compensation where relevant 
  • Make sure you fully understand customer needs and issues to meet and exceed their expectations, while ensuring you act in line with policies and procedures 
  • Be an advocate of continuous improvement, with customers at the heart of your role to provide the best possible experience 
  • Have the opportunity to partake in training to maintain and update your knowledge of changes in products and processes

The skills you'll need

It's crucial that you have a passion for exceptional customer service and are able to deal with complex issues in a professional manner. Some previous complaint handling experience would be ideal. You'll have strong questioning and listening skills, combined with the quick thinking to find solutions that are fair for the customer and the bank. 

Importantly, you'll also demonstrate: 

  • Fantastic communicative abilities, both written and verbal, to convey information to customers in a meaningful manner
  • Outstanding attention to detail, and a proven ability to manage and defuse conflict and resolve disputes, resulting in a fair and positive outcome 
  • The ability to assess and understand all relevant information, using your strong problem solving skills to resolve a difficult situation

Knowledge of the Financial Conduct Authority's regulations around dealing with complaints would also be an advantage.

How we'll reward you

In return, we offer a competitive salary of between £18,000 and £24,000 plus 25% cash and benefit funding programme that can be tailored to suit your individual needs. In addition, we provide a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your work/life priorities.

Visit our reward and benefits page for more information on the benefit packages we offer.

Inclusion

At NatWest, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles, find out more here.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.