Customer Service & Operational Analyst

Royal Bank of Scotland; Manchester; Hybrid; GBP 24,000 - 36,000; Full time

Job summary

Royal Bank of Scotland is looking for a Customer Service & Operations Analyst in Manchester. You will handle customer queries, liaise with businesses to collect information, and ensure timely resolution within SLAs. The role starts with 5 weeks of full-time office work and then becomes hybrid with 2 office days per week.

The position emphasizes strong communication, the ability to understand customer needs, and contributing to continuous improvement in processes and banking operations.

Qualifications

• Strong customer service abilities and industry knowledge.
• Able to work in a fast-paced environment with good organisational skills.
• Coaching and giving feedback experience would be an advantage.
• Awareness of changes in trends, policies and regulations within banking.

Responsibilities

• Respond to customer queries promptly and within SLAs.
• Build relationships with customers and understand their needs.
• Collect information from customers and businesses to resolve issues.
• Identify processes that can be automated or improved to enhance experience.

Skills

Customer service

Interpersonal skills

Analytical thinking

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

Hours

35

Job Posting Closing Date: 09/11/2026

Ways of Working:Hybrid