Customer Experience & Operations Analyst — Drive Efficiency

RBS; Saint Helier; On-site; GBP 28,000 - 34,000; Full time

Job summary

RBS in Jersey is seeking a Customer Service & Operations Analyst to support the contact centres, analyse performance data and implement process improvements. You will help drive efficiency and better customer experiences in a fast-paced environment.

The role emphasizes handling queries, documenting incidents and collaborating with operational teams to create measurable improvements while adhering to office-first working arrangements.

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 Excel, PowerPoint and Word.

Responsibilities

• Provide crucial support to customers and colleagues in contact centres.
• Respond to and investigate queries, supporting business processes, policies and procedures.
• Identify barriers to performance and coordinate improvements to enhance efficiency.
• Keep accurate records of day-to-day operations and log incidents.
• Review manual or ineffective processes for automation or enhancement.

Skills

Data analysis

Clear communication

Contact centre metrics

MS Office

Tools

Excel

PowerPoint

Word

Job description

RBS in Jersey is seeking a Customer Service & Operations Analyst to support the contact centres, analyse performance data and implement process improvements. You will help drive efficiency and better customer experiences in a fast-paced environment.

The role emphasizes handling queries, documenting incidents and collaborating with operational teams to create measurable improvements while adhering to office-first working arrangements.