Customer Complaints Analyst — Insight & Resolution

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

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.