Customer Service Advisor

NatWest Group; City of Edinburgh; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading financial services provider is seeking a Customer Service Advisor in Edinburgh. In this role, you will provide crucial support to customers and colleagues, handling initial inquiries and improving processes. The ideal candidate should have experience in customer service within the financial sector, strong planning skills, and proficiency in using Microsoft Office. Join us to enhance customer experiences while developing your career in a fast-paced environment.

Qualifications

• Experience in providing frontline customer service in financial services.
• Ability to convey information simply and understandably.
• Familiarity with contact centre operations and performance metrics.

Responsibilities

• Responding to and investigating customer queries at the first point of contact.
• Identifying barriers to performance and coordinating improvements.
• Keeping accurate records and logging incidents.

Skills

Frontline customer service experience

Planning and organisational skills

Attention to detail

Ability to perform under pressure

Communication skills

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

Overview

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

Responsibilities

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.

• 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.

Qualifications

• 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