Complaint Handler, Commercial & Institutional Banking

Are you passionate about providing exceptional customer service and resolving complex issues? We are seeking a skilled Complaint Handler to join our Commercial & Institutional Banking team at NatWest Group. In this role, you will be responsible for handling customer complaints and ensuring that they are resolved in a timely and efficient manner. Your strong communication and problem-solving skills, combined with your knowledge of the banking industry, will be essential in delivering a positive experience for our valued clients. Join us in our mission to exceed customer expectations and drive the success of our organization.

1. Handle customer complaints: The primary responsibility of this role is to handle customer complaints received through various channels, such as phone calls, emails, and social media platforms.
2. Resolve complex issues: The Complaint Handler will be responsible for identifying the root cause of customer complaints and utilizing their problem-solving skills to resolve complex issues in a timely and efficient manner.
3. Provide exceptional customer service: The main focus of this role is to provide exceptional customer service by actively listening to customers, empathizing with their concerns, and finding suitable solutions to their problems.
4. Ensure timely resolution: It is the responsibility of the Complaint Handler to ensure that all customer complaints are resolved in a timely manner, within the established service level agreements.
5. Communicate effectively: The Complaint Handler must possess strong communication skills to effectively communicate with customers, colleagues, and other stakeholders to gather necessary information and provide updates on the complaint resolution process.
6. Utilize banking industry knowledge: A strong understanding of the banking industry and its products and services is essential for the Complaint Handler to effectively handle and resolve customer complaints.
7. Maintain accurate records: The Complaint Handler must accurately record all details of customer complaints, including the nature of the complaint, actions taken, and resolutions provided, in the designated systems.
8. Collaborate with team members: The Complaint Handler will work closely with other team members and stakeholders to ensure a seamless complaint handling process and provide a consistent level of service to customers.
9. Identify trends and make recommendations: The Complaint Handler should analyze customer complaints to identify any recurring trends and make recommendations for process improvements to prevent similar complaints in the future.
10. Uphold company values: The Complaint Handler should uphold the company's values and mission of exceeding customer expectations and driving the success of the organization through their actions and interactions with customers.

According to JobzMall, the average salary range for a Complaint Handler, Commercial & Institutional Banking in Edinburgh, UK is between £24,000 and £30,000 per year. However, this can vary depending on the specific company, level of experience, and additional qualifications. Some companies may also offer bonuses and benefits in addition to the base salary.

NatWest Group plc is a majority state-owned British banking and insurance holding company, based in Edinburgh, Scotland.