Customer Experience Representative

At Skipton International, we’re committed to delivering exceptional customer experiences. As a Customer Experience Representative, 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 AccountabilitiesDeliver 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. ResponsibilitiesRespond 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. Related CareersHead of Risk & ComplianceFunds ManagerBusiness Analyst