Customer Service Advisor

NatWest Group; Southend-on-Sea; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading financial services provider in Southend-on-Sea is seeking a Frontline Customer Service Representative. In this role, you will support customers in the contact centre by responding to queries and improving processes. Candidates should have experience in customer service, analytical skills, and attention to detail. The role involves coordinating improvements in efficiency and performance metrics, ensuring a market-leading experience for clients.

Qualifications

• Experience analyzing and using performance data.
• Understanding of contact centre operations and performance metrics.
• Ability to handle lending-related queries is beneficial.

Responsibilities

• Provide crucial support to customers in our contact centres.
• Respond to and investigate queries at the first point of contact.
• Identify barriers to performance and coordinate improvements.
• Work closely with operational centres to enhance efficiency.
• Keep accurate records of daily operations and identify trends.

Skills

Experience in frontline customer service

Excellent planning and organizational skills

Attention to detail

Ability to convey information clearly

Use of performance data

Tools

Microsoft Office

AI tools

Job description

This is an opportunity to make a positive impact on 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 to suggest improvements and increase efficiency. This includes handling the first customer interactions for new clients and supporting queries related 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 daily operations, logging incidents, and identifying trends
• Reviewing manual or ineffective processes for automation or enhancement
• Maintaining a focus on improving customer service and experiences

To be successful, you'll need experience in frontline customer service within the financial services industry, excellent planning and organizational skills, and good 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 with high accuracy.

Additional requirements include:

• Experience analyzing and using performance data
• The ability to convey information simply and clearly
• 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