Contact Centre Adviser (15 months)

NatWest Group; Saint Helier; On-site; GBP 24,000 - 30,000; Full time

Job summary

NatWest Group in Jersey is seeking a Contact Centre Adviser to respond to customer queries at first point of contact and support business processes.

You will log incidents, identify trends, and help improve service levels while maintaining accurate records. This role offers the chance to develop your career alongside colleagues who support you.

Qualifications

• Excellent customer service abilities and strong organisational skills.
• Good attention to detail.
• Strong telephony communication skills.
• Ability to convey information clearly and simply.
• Understanding of contact centre operations and performance metrics.
• Proficient with Microsoft Office (PowerPoint, Excel, Word).

Responsibilities

• Respond to and investigate queries promptly from customers in our contact centres.
• Provide support on business processes, policies and procedures.
• Develop understanding of customer and business needs.
• Identify barriers to performance and coordinate improvements.
• Keep accurate records of day-to-day operations and incidents.
• Review processes for potential automation or enhancement.
• Maintain focus on improving customer service and experiences.

Skills

Customer service

Organisational skills

Attention to detail

Telephony communication

Clear communication

Contact centre operations knowledge

Microsoft Office

Tools

Microsoft Office

Job description

Join us as a Contact Centre Adviser

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes at first point of contact
• You’ll be actively participating in initiatives to improve customer service, processes and procedures
• Thrive in a role that'll equip you with the skills you need to flourish in your career as you work with colleagues who'll support you at every step of your journey
• If you don’t currently live in Jersey, you’ll need to specifically state in your CV that you have the right to live and work here to be considered for this role
• We’re offering this role until 31 December 2027

What you'll do

In this key role, you’ll be responding to and investigating queries promptly from customers in our contact centres, providing support on business processes, policies and procedures and developing an understanding of customer and business needs.

You’ll also be:

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Keeping accurate records of day to day operations, logging incidents and identifying trends
• Reviewing manual or ineffective processes which could be automated or enhanced
• Maintaining a focus on improving our customer service and experiences

The skills you'll need

To be successful in this role, you’ll have great customer service abilities and organisational skills, along with good attention to detail.

You’ll also need:

• Good telephony communication skills
• The ability to convey information in a simple and understandable way
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel and Word