Customer Service Advisor

NatWest Group; City of Edinburgh; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading financial services provider seeks a Customer Service Advisor to enhance customer experiences by providing support and investigating queries. The ideal candidate has frontline customer service experience in finance, strong analytical skills, and is proficient with Microsoft Office. This role involves coordinating improvements for efficiency in a fast-paced environment. If you're ready to contribute positively to customer interactions in a contact centre, apply now!

Qualifications

• Experience of providing frontline customer service in the financial services industry.
• Excellent planning and organisational skills.
• Confident in managing multiple tasks while maintaining accuracy.

Responsibilities

• Provide essential support to customers and colleagues in contact centres.
• Investigate queries at the first point of contact and support business processes.
• Identify barriers to performance and coordinate improvements.

Skills

Frontline customer service experience

Planning and organisational skills

Attention to detail

Performance data analysis

Understanding of contact centre operations

Microsoft Office skills

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

Join us as a Customer Service Advisor at NatWest Boxed

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
• You’ll be actively participating in initiatives to improve customer service, processes and procedures
• You’ll hone your existing analytical skills and be well positioned to advance your career in this fast‑paced role

What you'll do

In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries at the first point of contact, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency. This will include handling the first customer interactions for new Boxed clients, supporting with queries relating to our personal savings and lending products.

You’ll also be:

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• 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 need to have experience of providing frontline customer service in the financial services industry, as well as excellent planning and organisational skills, and good attention to detail. You will use AI tools and automation to support customers efficiently and provide a market leading customer experience. You’ll perform well under pressure and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

You’ll also need:

• Experience of analysing and using performance data
• 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
• It would beneficial but not essential to have experience of handling lending related queries