Job Overview
Business Segment: Personal & Private Banking
Company: Standard Bank Isle of Man
Location: IM, Douglas, Douglas, Circular Road 1
Job Type: Full-time
Job Ref ID: 80453213A-0001
Date Posted: 6/18/2026
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Job Description
NOTE: This role is not open to Relocation or Sponsorship. Isle of Man residents are eligible to apply.
To lead and manage a team of consultants for the successful resolution of general customer complaints received in the Customer Complaint Resolution Centre (CCRC) that can be resolved on a one-and-done basis. To restore customer satisfaction and trust in the bank, retain customers and minimise reputational risk.
Qualifications
Type of Qualification: First Degree
Field of Study: Business Commerce
Minimum Qualification:
First Degree in Business Commerce
Experience Required :
3 - 4 years experience
Experience in managing customer complaints. Understands customer pain points and how to resolve a matter to the customer’s satisfaction. Experience within financial services’ operations, understands distribution channels, products, processes and systems.
Key Outputs :
Adhere to Business Continuity Management (BCM) plans applicable to the area.
Adhere to control structures to manage risk when dealing with customers telephonically or in writing, especially when committing the bank to a resolution or outcome that has monetary value or high-risk exposure component.
Enable integrated ways of working and collaboration across the value chain to deliver for the client.
Ensure that all complaints are handled according to the Code of Banking Practice terms of reference and within the National Credit Act guidelines and Treating customers fairly principles.
Ensure that all service demand that is Financial Advisory and Intermediary Services Act (No 37 of 2002) related is referred to an accredited representative, and therefore giving any advice or intermediary service to a customer in terms of a financial product, as determined by the Act is prohibited.
Additional Information
Behavioural Competencies:
Following Procedures
Taking Action
Directing People
Team Working
Upholding Standards
Providing Insights
Technical Competencies:
Active Listening
Customer Reception and Channelling
Difficult Calls Management
Electronic Communications & Devices
Product and Services Knowledge
Query Resolution
Telephone Caller Handling
#SBO
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Please note: All our recruitment processes comply with the applicable local laws and regulations. We will never ask for money or any from of payment as part of our recruitment process. If you experience this, please contact our Fraud line on +27 800222050 or
[email protected]