Customer Service & Operational Analyst

NatWest Group; Rotherham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

NatWest Group is seeking a Customer Service & Operations Analyst to respond to customer queries, collect information, and drive improvements in banking processes. The role begins with full-time office training for the first five weeks, followed by a hybrid pattern with two days in the office per week.

A strong emphasis on customer service, communication, and accurate information gathering is expected. You'll work to meet KPIs, adapt to evolving policies and regulations, and support continuous

Qualifications

• Strong customer service abilities and knowledge of customer and industry dynamics.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced environment and meet deadlines.

Responsibilities

• Respond to customer queries within SLA timelines with tact and clarity.
• Collect information from customers and businesses to resolve issues.
• Review processes for potential automation or improvements to enhance the customer experience.

Skills

Customer service

Interpersonal skills

Organisational skills

Coaching & feedback

Tools

Banking systems

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