Client Care Specialist – Complaint Resolution Unit

About the role

Standard Chartered is hiring a Specialist for its Complaint Resolution Unit in Dubai. The role manages and resolves customer complaints with professionalism and efficiency, conducting thorough investigations and working across internal departments to deliver fair resolutions. It also contributes to improving processes and customer experience.

Key responsibilities

• Manage and execute service operations supporting customer requests from front-end teams
• Run customer feedback surveys and keep accurate MIS records for monitoring and reporting
• Document and categorise errors, issues and complaints to track patterns and resolutions
• Resolve complaints within agreed turnaround times
• Perform root cause analysis and recommend sustainable process improvements
• Investigate complex complaints, escalate when needed and coordinate with stakeholders
• Communicate outcomes clearly and empathetically, and suggest service enhancements

Required profile

• Bachelor's degree preferred
• In-depth knowledge of banking products and services, and awareness of new offerings and regulations
• Proven ability to handle sensitive, high-risk complaints with discretion
• Strong attention to detail and a customer-centric approach

Required skills

• Analytical skills to extract key information from complaints
• Excellent verbal and written communication
• Competence in complaint management systems and tools
• Solution-oriented problem solving

What we offer

• Core bank funding for retirement savings, medical and life insurance, plus flexible voluntary benefits
• Annual leave, parental/maternity leave (20 weeks), sabbatical (up to 12 months) and volunteering leave
• Flexible working options and patterns
• Wellbeing support, including a digital wellbeing platform, resilience courses and an Employee Assistance Programme
• Ongoing learning and reskilling opportunities