Customer Service & EQ Helpdesk Analyst

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

Job summary

A leading financial institution in the United Kingdom is seeking a Customer Service & EQ Helpdesk Analyst. This role involves responding to customer queries, providing technical support, and ensuring customer satisfaction through effective communication and problem-solving. Candidates should have strong interpersonal skills, familiarity with banking systems, and a proven ability to handle customer inquiries with empathy and efficiency. Prior experience with payment platforms is preferred.

Qualifications

• Strong interpersonal skills to listen and develop relationships with customers.
• Customer-focused mindset with ability to prioritize satisfaction.
• Familiarity with banking systems and payment processes is ideal.

Responsibilities

• Responding to queries from customers promptly within SLAs.
• Providing general & technical support to EQ users.
• Investigating and resolving payment-related queries.

Skills

Strong interpersonal skills

Customer-focused mindset

Problem-solving skills

Attention to detail

Tools

Banking systems

Payment platforms

Reconciliation tools

Financial systems

Job description

Join us as a Customer Service & EQ Helpdesk Analyst

• You'll be working within our customer contact team in both EQ helpdesk and our corporate service team
• You’ll be liaising with customers and businesses to accurately collect information to solve their queries
• We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers daily
• To be considered for this role, you’ll need to specifically state on your CV that you have the right to live and work inJersey

What you'll do

As a Customer Service & EQ Helpdesk Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs whilst providing technical support to our EQ customers.

Your day-to-day will include:

• Providing general & technical support to EQ users, including administrators and authorisers
• Investigating and resolving day to day enquires including payment-related Queries using a variety of internal applications
• Processing EQ applications in line with company policies and procedure

The skills you'll need

We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs.

To excel in this role, you’ll have strong customer-focused mindset including the ability to prioritise customer satisfaction by handling queries with empathy, professionalism and efficiency. You’ll have familiarity with banking systems and payment processes. Prior experience with payment platforms, reconciliation tools, or financial systems is ideal.

You’ll also demonstrate:

• A proactive approach and a strong investigative mindset, including the proven ability to use critical thinking and problem-solving skills
• The ability to work effectively within a team environment by sharing insights and supporting colleagues to resolve complex cases
• A proficiency to work well in a fast-paced environment and have good attention to detail to deliver by deadlines