ASL International Recruitment Limited 22-24 Seale Street, St Helier, Jersey, JE2 3QG (Registered Office) + 44 (0) 1534 500000 Registered Company GST No 0101275 Registered Jersey No. 95590

Customer Experience Representative (Complaint Handler)

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 company 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.