Job ID:
68313
Published date:
12/12/2025
Summary
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.