Complaints Analyst: Customer Experience & Insights

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

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.