Join us as a Complaints Customer Support Specialist
- If you’re passionate about delivering exceptional customer service and have the confidence to navigate complex situations with professionalism and empathy, then you could thrive in this rewarding role
- You'll have a key role within our Specialist Customer Service Team, taking ownership of customer complaints, delivering fair outcomes and helping to build trust and confidence in the bank, and you’ll be recognised for your focus on doing the right thing
- You'll have the opportunity to develop specialist expertise across Complaints, Bereavements, Financial Health & Support and Fraud Operations while embracing digital and AI-enabled ways of working to improve customer and colleague experiences
- You'll embrace continuous improvement and the responsible use of digital and AI-enabled tools to improve customer and colleague experiences
- This job can be based in Jersey or the Isle of Man, but you’ll need to clearly state on your CV that you have the right to live and work in these locations
As a Complaints Customer Support Specialist, you’ll be taking ownership of complaints from initial receipt through to resolution, ensuring fair, timely, and well-reasoned outcomes are achieved for our customers while meeting regulatory requirements and quality standards. This will include making sure that due consideration is given to customers who have suffered distress, inconvenience or financial loss.
You’ll work closely with customers throughout their complaint journey, listening to their concerns investigating issues thoroughly and keeping them informed every step of the way. Through empathy, professionalism and sound judgement, you'll deliver a world-class customer experience, even during challenging situations.
Day to day, you’ll be:
- Making sure that all complaints are fully and accurately logged and updated on the complaints management system
- Ensuring that the nature of the complaint is fully investigated and understood before responding
- Understanding and responding positively to any objections customers may have
- Building and maintaining strong working relationships with other parts of the bank to support the delivery of fair outcomes and great customer experiences
- Using approved digital and AI-enabled tools to improve efficiency, reduce administrative effort and enhance customer and colleague experiences
- Reviewing processes which could be automated simplified or enhanced to improve the customer and business experience
- Working flexibly across Specialist Customer Service to support other specialist disciplines where required
You’ll have a proven ability to deliver fair outcomes in difficult situations, demonstrating empathy, patience and professionalism when dealing with a range of customers and circumstances.
You'll be confident managing challenging conversations, investigating complex situations and making balanced decisions while exercising sound judgement and maintaining a strong focus on customer outcomes. You'll be able to build trusted relationships, understand customer needs and take ownership of resolving issues, balancing customer needs, regulatory requirements and business considerations to achieve the right outcome. You'll also be comfortable working in a fast-paced environment, managing a varied caseload and helping to continuously improve the service we provide. Experience within Complaints, Bereavements, Financial Health & Support, Fraud Operations, Customer Service or Contact Centre environments would be beneficial. Experience supporting, coaching or developing colleagues would also be advantageous.
We’ll also be looking for you to demonstrate:
- Strong customer service and case management experience, including handling sensitive, complex or challenging customer situations from initial contact through to resolution
- Excellent communication, investigation and decision-making skills, with the ability to analyse information objectively, exercise sound judgement and explain complex information clearly and confidently
- The ability to build effective stakeholder relationships while maintaining awareness of regulatory requirements, policies and customer outcomes
- Strong organisational skills, attention to detail and the ability to manage competing priorities and deliver high-quality outcomes within agreed timescales
- A commitment to continuous improvement, innovation and AI-enabled ways of working, combined with genuine empathy and an understanding of different customer perspectives and circumstances
Hours
35Job Posting Closing Date:
02/10/2026Ways of Working:Office FirstSkills Required
- Strong customer service and case management experience
- Experience handling sensitive, complex, or challenging customer situations from initial contact through resolution
- Excellent communication, investigation, and decision-making skills
- Ability to analyze information objectively, exercise sound judgment, and explain complex information clearly
- Ability to build effective stakeholder relationships while understanding regulatory requirements, policies, and customer outcomes
- Strong organizational skills and attention to detail
- Ability to manage competing priorities and deliver high-quality outcomes within agreed timescales
- Commitment to continuous improvement, innovation, and AI-enabled ways of working
- Empathy and understanding of different customer perspectives and circumstances
- Experience in complaints, bereavements, financial health and support, fraud operations, customer service, or contact center environments
- Experience supporting, coaching, or developing colleagues
- Right to live and work in Jersey or the Isle of Man
NatWest Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NatWest Group and has not been reviewed or approved by NatWest Group.
-
Flexible Benefits — A flexible ValueAccount structure with pension and benefit funding allows tailoring of health, protection, lifestyle, and savings options, with unused amounts typically paid as cash. This flexibility supports personalisation of coverage, particularly in Great Britain where the framework is most detailed.
-
Retirement Support — Employer-funded pension contributions are provided on top of salary in Great Britain, alongside automatic retirement enrollment and share/save programs. This creates structured long‑term wealth support as part of total reward.
-
Parental & Family Support — UK policies outline extended maternity, adoption and equal partner leave on full pay with a phased return, plus paid neonatal care leave. These provisions are positioned as market‑leading and complement broader flexibility resources.
NatWest Group Insights
What We Do
We’re a business that understands when our customers and people succeed, our communities succeed, and our economy thrives. As part of our purpose, we’re looking at how we can drive change for our communities in enterprise, learning and climate. As one of the leading supporters of UK business, we’re prioritising enterprise as a force of change. We’re focusing on the people and communities who have traditionally faced the highest barriers to entry and figuring out ways to remove these. Learning is also key to our continued growth as a company in an ever changing and increasingly digital world. By setting a dynamic and leading learning culture, our people prosper, and our customers are given the tools to continue to improve their financial capability and confidence. One of the biggest challenges we all face in our future is climate change. That’s why we’ve put it right at the core of our purpose. We want to champion climate solutions with financing and entrepreneurial support, fully embed climate into our culture and decision making, and be climate positive by 2025. We’re committed to using our purpose to break down barriers, drive change and ultimately create a great place to work.
