Complaints Analyst

NatWest Boxed Limited; Manchester; On-site; GBP 26,000 - 36,000; Full time

Job summary

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

You’ll also analyse trends, support improvements in customer experience, growth and efficiency, and ensure all cases are handled with sensitivity and care.

Qualifications

• Experience in complaint handling preferred.
• Ability to resolve complaints sensitively.
• Excellent communication skills.

Responsibilities

• Deliver fair outcomes for all customers with sensitivity to distressed cases.
• Analyse trends and identify opportunities to improve customer experience, growth and efficiency.
• Handle complaints in line with internal policies and SLAs, and document outcomes.
• Acknowledge and respond to all complaints within SLAs and prioritise deadlines.
• Maintain quality of your own work and complete relevant training.

Skills

Communication skills

Listening skills

Attention to detail

Analytical skills

Job description

• 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

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