Customer Complaints Analyst – Insight & Impact

NatWest Group; Southend-on-Sea; On-site; GBP 24,000 - 32,000; Full time

Job summary

NatWest Group is hiring a Complaints Analyst to own customer complaints across NatWest Boxed. You’ll liaise with customers to understand their issues, conduct thorough investigations and respond within set timescales with fair outcomes.

In this fast-paced role you’ll analyse trends to improve customer experience and efficiency, while ensuring your work meets internal policies and quality standards.

Qualifications

• Experience handling complaints in a customer service setting.
• Strong communication skills in spoken and written English.
• Excellent analytical abilities and attention to detail.

Responsibilities

• Handle complaints in line with policies and document outcomes.
• Acknowledge and respond to complaints within SLAs and prioritise workload to meet deadlines.
• Deliver work to quality standards and within our processes.
• Maintain responsibility for the quality of your own work.
• Complete relevant training and stay updated on business updates relevant to your role.

Skills

Complaint handling

Analytical skills

Communication skills

Attention to detail

Teamwork

Job description

NatWest Group is hiring a Complaints Analyst to own customer complaints across NatWest Boxed. You’ll liaise with customers to understand their issues, conduct thorough investigations and respond within set timescales with fair outcomes.

In this fast-paced role you’ll analyse trends to improve customer experience and efficiency, while ensuring your work meets internal policies and quality standards.