Customer Experience & Operations Analyst

NatWest Group; Saint Helier; On-site; GBP 28,000 - 42,000; Full time

Job summary

NatWest Group in Jersey is seeking a Customer Service & Operations Analyst to support customers and colleagues in our contact centres. You’ll respond to and investigate queries, provide guidance on business processes, and identify improvements to boost efficiency.

You’ll also work with operational centres to coach teams, enhance performance, and maintain accurate records of day-to-day operations, incidents and trends guiding service improvements.

Qualifications

• Experience of analysing and using performance data
• Ability to convey information in a simple and understandable way
• Understanding of contact centre operations and performance metrics
• Microsoft Office skills including PowerPoint, Excel and Word

Responsibilities

• Respond to and investigate queries, providing support on business processes, policies and procedures
• Identify barriers to performance and coordinate improvements to enhance efficiency
• Work closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keep accurate records of day-to-day operations, logging incidents and identifying trends

Skills

analytical skills

planning

attention to detail

multi-tasking

Tools

Microsoft Office (PowerPoint)

Microsoft Excel

Microsoft Word

Job description

NatWest Group in Jersey is seeking a Customer Service & Operations Analyst to support customers and colleagues in our contact centres. You’ll respond to and investigate queries, provide guidance on business processes, and identify improvements to boost efficiency.

You’ll also work with operational centres to coach teams, enhance performance, and maintain accurate records of day-to-day operations, incidents and trends guiding service improvements.