Customer Experience Representative (Complaint Handler) - 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.

Officer, Custodian Trustee - Guernsey

 This role focuses on oversight monitoring and governance functions, but will also offer the opportunity of an administration role, with the review and reconciliation of daily, monthly, quarterly and other periodic valuations for Guernsey regulated funds.

Your responsibilities will include:

• maintaining the breach register
• monitoring status of CT (Custodian Trustee) checks
• annual account and Scheme Particular reviews
• Open & Closed reporting
• GFSC notifications and supporting and assisting with on-site visit programme s
• Monitoring regulatory activities of each Fund
• To be familiar with and review the Rules relating to the schemes of which we are Custodian Trustee
• Assisting in the investigation and review of actual and potential breaches and pricing errors.
• Undertaking daily, monthly, quarterly and other periodic valuation reconciliations and completion of the associated CMO checks
• Assisting with reviewing and checking the accuracy of procedure updates ensuring they work properly and are fit for purpose.
• Where required, supporting senior colleagues with completing the audit processes.
• Providing cover support in respect of:
  • Financials
  • Billing fees
  • Updating ‘Fund BIBLE’
  • Review of income distributions and fee calculation checks
  • AGM notice chasing
  • NAV sheet cover

Your qualifications and skills include:

• Good Guernsey Funds background, with custodian or administration experience.
• Good Knowledge and experience of the rules and GFSC guidance notes applicable to the Collective Investment Scheme business in Guernsey.
• Working knowledge of pricing sources such as IDS and Bloomberg.
• Working knowledge of the Banking computer system as well as sound network application skills.
• Good clear Communication, presentation and interpersonal skills.
• Effective personal organisation, prioritisation and time management skills.
• Willingness to learn from attending courses, both internal and external as required.