Customer Experience Representative (Complaint Handler)

Hours: Full Time

Contract type: Permanent 

Location: Guernsey or Jersey

Overview

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.

Key Accountabilities

• Deliver high-quality, compliant customer service that supports positive outcomes and minimises complaints escalation.
• Resolve customer queries and complaints effectively, aiming for first point of contact resolution.
• Build strong relationships to understand root causes of customer sentiment and support continuous improvement.
• Ensure all interactions align with internal procedures, regulatory requirements, and Skipton’s values.
• Maintain customer confidentiality and data integrity in line with security policies.
• Embrace learning, development, and change to support personal growth and team performance.

Responsibilities

• Respond to customer queries across channels in line with Skipton’s complaints framework and service standards.
• Apply knowledge of products, policies, and procedures to deliver accurate and timely resolutions.
• Share insights and feedback to support improvements in customer and colleague experiences.
• Take ownership of individual customer cases, ensuring 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.

Please Read: Data Protection Notice.pdf