Customer Service & Operational Analyst

NatWest Group; Manchester; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

NatWest Group is seeking a Customer Service & Operations Analyst to respond to customer queries within SLAs, building relationships while understanding their needs and collecting accurate information. You will work in a fast-paced banking environment, delivering solutions and supporting continuous improvement.

Initially, you will be in the office full time for 5 weeks training and accreditation; after this, the role becomes hybrid with 2 days in the office per week, focusing on operational

Qualifications

• Strong customer service abilities and knowledge of banking products.
• Excellent written and verbal communication.
• Able to listen, understand customer needs and provide solutions.

Responsibilities

• Respond to customer queries promptly within SLAs.
• Collect and verify information from customers and businesses.
• Identify improvements to processes to enhance customer and business experience.

Skills

Customer service

Communication

Stakeholder management

Job description

Join us as a Customer Service & Operations Analyst

• We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries
• You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
• You will be required to be full time office working for the first 5 weeks whilst completing training and accreditation, After this the role is a Hybrid role consisting of 2 days in the office per week
• This job does not meet Skilled Worker visa sponsorship requirements

What you'll do

As a Customer Service & Operations Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs. 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 at all times.

Your Day-to-day Will Include

• Authorising and investigating all transactions to our KPIs
• Collecting the required information from the customers and businesses
• Reviewing processes which could be automated or enhanced to improve the customer and business experience

The skills you'll need

In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge. You’ll work well in a fast-paced environment and have good organisational skills to deliver to deadlines. And, if you have experience of coaching and giving feedback, this would be an advantage.

You’ll Also Demonstrate

• An awareness of changes in trends, policies and regulations
• A thorough understanding of products, processes and banking systems
• The ability to interpret information and provide analysis and solutions to support continuous improvement
• An understanding of our industry and its customers
• Excellent written and verbal communication skills