Customer Service Advisor

NatWest Group; Leigh on Sea; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services provider in Leigh on Sea is seeking a professional to enhance customer service and operational efficiency. This role requires experience in frontline customer support, excellent planning, and strong analytical skills. You'll work directly with customers, handle queries, and focus on improving processes to elevate customer experiences. If you're proactive and can thrive in a fast-paced environment, consider joining and making a positive impact.

Qualifications

• Experience in providing frontline customer service in the financial services industry.
• Excellent planning and organizational skills.
• Good attention to detail.
• Experience in analysing and using performance data.
• Understanding of contact centre operations and performance metrics.

Responsibilities

• Provide crucial support to customers and colleagues in contact centres.
• Respond to and investigate queries at the first point of contact.
• Maintain accurate records of day to day operations.
• Identify barriers to performance and coordinate improvements.
• Focus on improving customer service and experiences.

Skills

Experience in frontline customer service

Excellent planning and organizational skills

Attention to detail

Data analysis skills

Communication skills

Microsoft Office skills

Tools

PowerPoint

Excel

Word

Job description

Overview

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

Requirements / To be successful

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.

• 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