Customer Support Specialist

NatWest Group

. Take ownership of customer complaints from initial receipt through resolution .

Posted 9/18/2026full-timeOnchan • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service and case management skills, with a focus on delivering fair outcomes and maintaining regulatory compliance. Proficient in using digital and AI-enabled tools to enhance customer experiences and streamline processes.

Highest-signal resume keywords

Customer Service ExperienceCase Management SkillsRegulatory ComplianceCommunication SkillsEmpathy and Professionalism

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint ResolutionInvestigation SkillsDecision-Making SkillsInformation AnalysisProcess Improvement

Soft Skills

EmpathyPatienceProfessionalismOrganizational SkillsAbility to Manage Competing Priorities

Tools & Technologies

Complaints Management SystemDigital ToolsAI-Enabled Tools

Industry Keywords

Customer ExperienceFinancial HealthFraud OperationsContact CentreBereavements

About the role

Key responsibilities & impact

Take ownership of customer complaints from initial receipt through resolution
Deliver fair, timely and well-reasoned outcomes while meeting regulatory requirements and quality standards
Give due consideration to customers who have suffered distress, inconvenience or financial loss
Work closely with customers throughout their complaint journey
Listen to customer concerns, investigate issues thoroughly and keep customers informed
Log and update complaints fully and accurately in the complaints management system
Ensure complaints are fully investigated and understood before responding
Understand and respond positively to customer objections
Build and maintain working relationships across the bank to support fair outcomes and strong customer experiences
Use approved digital and AI-enabled tools to improve efficiency and customer and colleague experiences
Review processes for automation, simplification or enhancement
Work flexibly across Specialist Customer Service and support other specialist disciplines when required

Requirements

What you’ll need

Proven ability to deliver fair outcomes in difficult situations
Empathy, patience and professionalism when dealing with a range of customers and circumstances
Confidence managing challenging conversations, investigating complex situations and making balanced decisions
Sound judgement and focus on customer outcomes
Ability to build trusted relationships, understand customer needs and take ownership of resolving issues
Ability to balance customer needs, regulatory requirements and business considerations
Comfort working in a fast-paced environment, managing a varied caseload and continuously improving service
Strong customer service and case management experience, including handling sensitive, complex or challenging customer situations from initial contact through resolution
Excellent communication, investigation and decision-making skills
Ability to analyse information objectively, exercise sound judgement and explain complex information clearly and confidently
Ability to build effective stakeholder relationships while maintaining awareness of regulatory requirements, policies and customer outcomes
Strong organisational 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
Genuine empathy and understanding of different customer perspectives and circumstances
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 be advantageous
Must have the right to live and work in Jersey or the Isle of Man, and clearly state this on the CV

Benefits

Comp & perks

Full-time employment
Hours: 35 per week
Opportunity to develop specialist expertise across Complaints, Bereavements, Financial Health & Support and Fraud Operations
Digital and AI-enabled ways of working
Continuous improvement and innovation opportunities