Complaints Analyst

NatWest Group; Manchester; On-site; GBP 26,000 - 34,000; Full time

Job summary

NatWest Group is seeking a Complaints Analyst to own customer complaints across NatWest Boxed. You will liaise with customers to understand issues, conduct thorough investigations, and respond within timescales, delivering fair outcomes with sensitivity.

In this fast-paced role, you’ll analyze trends, identify improvement opportunities for customer experience, growth and efficiency, and complete required training while maintaining high-quality work.

Qualifications

• Experience with complaint handling.
• Strong communication and listening abilities.
• Ability to resolve complaints sensitively and build relationships.

Responsibilities

• Handle complaints in line with internal policies and requirements.
• Acknowledge and respond to all complaints within SLAs and meet deadlines.
• Deliver work in line with quality standards and documented processes.
• Maintain responsibility for the quality of your own work.
• Complete relevant training and stay aware of business updates relevant to your role.

Skills

Complaint handling

Analytical skills

Attention to detail

Verbal communication

Written communication

Job description

Join us as a Complaints Analyst

• If you’re motivated and with a keen eye for detail, this is an opportunity for you to take ownership of your complaints in all areas across NatWest Boxed

• You’ll be liaising with customers to understand their complaint before conducting thorough investigations and responding within timescales

• In return, you’ll gain a valuable insight into our business as you work across departments and handle a variety of NatWest Boxed's customers' complaints

What you'll do

As a Complaints Analyst, you’ll deliver fair outcomes for all of your customers and give careful consideration to cases with distress or financial loss. We’re looking for someone to treat customers with sensitivity and empathy during contact in order to defuse sometimes difficult situations.
You'll also analyse trends and identify opportunities to improve customer experience, growth and efficiency.
Your day-to-day duties will include:

• Handling complaints in line with internal policies and requirements, making sure that fair outcomes are reached and properly documented

• Acknowledging and responding to all complaints within our SLAs and prioritising your workload to meet deadlines

• Delivering your work in line with our quality standards and within our agreed processes

• Maintaining responsibility for the quality of your own work

• Completing relevant training and staying aware of business updates relevant to your role

The skills you'll need

To succeed in this role, you’ll be comfortable working in a fast-paced environment, with previous complaint handling experience preferred. Your excellent communication skills and listening abilities will allow you to resolve complaints sensitively and build relationships with your customers.
You’ll also demonstrate:

• Experience of working cases/tasks individually and as part of a team

• Good analytical skills and the ability to understand the customer’s journey and circumstances

• Strong attention to detail

• Strong verbal and written skills