Customer Service Advisor

NatWest Group; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading financial institution in Manchester is seeking a Customer Service Representative to enhance customer experiences and support operational efficiency. The ideal candidate will have frontline customer service experience and strong analytical skills. Responsibilities include responding to queries, identifying performance barriers, and collaborating with operational centers. This role offers a dynamic working environment with the potential for career advancement.

Qualifications

• Experience in frontline customer service within the financial services industry.
• Ability to analyze and use performance data.
• Understanding of contact centre operations and performance metrics.

Responsibilities

• Provide support to customers in contact centres.
• Respond to and investigate queries at the first point of contact.
• Coordinate improvements to enhance efficiency.

Skills

Frontline customer service experience

Planning and organizational skills

Attention to detail

Analytical skills

Microsoft Office skills

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

This is an opportunity to make a positive impact on our customers and colleagues by delivering successful customer and business outcomes.

You'll actively participate in initiatives to improve customer service, processes, and procedures.

You'll hone your 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 provide crucial support to customers and colleagues in our contact centres. You'll respond to and investigate queries at the first point of contact, support business processes, policies, and procedures, and develop an understanding of customer and business needs to suggest improvements and increase efficiency. This includes handling the first customer interactions for new clients, supporting queries related to our personal savings and lending products. You'll also:

• 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 daily operations, log incidents, and identify trends
• Review manual or ineffective processes for automation or enhancement
• Maintain a focus on improving customer service and experiences

To succeed, you'll need experience in frontline customer service within the financial services industry, excellent planning and organizational skills, and attention to detail. You will use AI tools and automation to support customers efficiently and deliver a market-leading customer experience. You should perform well under pressure, managing multiple tasks while maintaining high accuracy.

Additionally, you'll need:

• Experience analyzing and using performance data
• The ability to convey information clearly and simply
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel, and Word
• Experience handling lending-related queries is beneficial but not essential