Customer Service & Operations Analyst

Alexander Mann Solutions (HK) Limited; Manchester; Hybrid; GBP 18,000 - 25,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Alexander Mann Solutions is seeking a Customer Service & Operations Analyst to join the team in Manchester. You will be the first point of contact for colleagues, handling enquiries and guiding candidates through the pre-employment screening process in line with NatWest policies.

Day-to-day includes reviewing information, managing cases end-to-end, and maintaining excellent service standards. Hybrid working with in-office 2 days a week.

Qualifications

• Previous experience in customer service, administration, or case management.
• Ability to manage cases accurately from start to finish while balancing customer experience and deadlines.
• High standards of numeracy and literacy with good attention to detail and accuracy.
• Clear written and verbal communication skills, especially when explaining requirements.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong problem-solving and analytical skills.

Responsibilities

• Review screening information and supporting documentation to ensure requirements are completed.
• Manage pre-employment screening cases from initiation to completion, in line with processes.
• Communicate with candidates, colleagues and stakeholders, providing updates and requesting information.
• Deliver a professional and supportive customer experience throughout the screening journey.
• Use effective questioning to gather information and present fair solutions.
• Identify root causes of issues and take action to resolve them.

Skills

Customer service

Administration

Case management

Numeracy

Attention to detail

Communication skills

Job description

On behalf of NatWest, AMS are currently seeking Customer Service & Operations Analysts to join our team based in Manchester. This is an excellent opportunity for individuals with strong customer service experience who are looking to join a collaborative and fast-paced environment.

As a Customer Service & Operations Analyst, you’ll be acting as the first point of contact for colleagues, answering their enquiries and identifying opportunities to help them with simple HR services

You will play a key role in supporting candidates and stakeholders throughout the employment screening process, ensuring cases are managed accurately, efficiently, and in line with agreed service standards.

The Role

As a Customer Service Analyst, you’ll provide a professional and supportive service while managing pre-employment screening cases. You’ll guide candidates and stakeholders through the screening process, respond to enquiries and make sure cases are progressed accurately and efficiently in line with the bank’s policies and procedures

Your day-to-day will include:

• Reviewing screening information and supporting documentation to make sure the relevant requirements have been completed accurately.
• Managing pre-employment screening cases from initiation through to completion, ensuring they progress in line with agreed processes and service standards.
• Communicating clearly with candidates, colleagues and key stakeholders, providing updates and requesting further information where needed.
• Deliver a professional and supportive customer experience throughout the screening journey
• Using effective questioning techniques to gather information to present accurate and fair solutions in-line with the bank’s policy and processes
• Identify root causes of issues and take appropriate action to resolve them
• Ensure all work is completed in accordance with NatWest's policies, procedures, and service standards
• Maintain a strong understanding of process and policy changes to provide accurate guidance and support
• Manage and resolve queries received through telephone and email, ensuring a high standard of customer service and communication.

The skills you’ll need:

• Previous experience within a customer service, administration, or case management environment
• The ability to manage cases accurately from start to finish while balancing customer experience, process requirements and deadlines.
• High standards of numeracy and literacy with good attention to detail and accuracy
• Clear written and verbal communication skills, particularly when explaining requirements or requesting additional information.
• The ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Strong problem-solving and analytical skills
• Confidence and interpersonal skills to handle challenging situations with professionalism and empathy
• The ability to work independently as well as part of a collaborative team

What else you’ll need to know:

• Start Date: Monday 30th November 2026
• Pay Rate: £15.65 per hour
• Working Hours: 35 hours per week, Monday – Friday, 9am-5pm
• Training: 2 weeks classroom-based training before moving to on-the-job training
• Hybrid working: Requirement to be in office 2 days per week

If you have a passion for delivering exceptional customer service, strong attention to detail, and the ability to manage cases effectively from start to finish, we'd love to hear from you.