Customer Service & Operations Analyst

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

Job summary

Join a leading financial services company as a Customer Service & Operations Analyst. You'll support customers and colleagues, improve processes, and enhance customer experiences. This role offers a chance to develop analytical skills in a fast-paced environment, making a positive impact on customer service outcomes.

Qualifications

• Experience in frontline customer service in financial services.
• Ability to manage multiple tasks under pressure.

Responsibilities

• Provide support to customers and colleagues in contact centres.
• Identify barriers to performance and coordinate improvements.
• Maintain accurate records of operations and log incidents.

Skills

Customer Service

Analytical Skills

Planning

Organisational Skills

Attention to Detail

Tools

Microsoft Office

Job description

Join us as a Customer Service & Operations Analyst at Mettle

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
• You’ll be actively participating in initiatives to improve customer service, processes and procedures
• You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role

What you'll do

In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries at the first point of contact, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency. This will include handling the first customer interactions for new Boxed clients, supporting with queries relating to our personal savings and lending products.

You’ll also be:

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keeping accurate records of day to day operations, logging incidents and identifying trends
• Reviewing manual or ineffective processes which could be automated or enhanced
• Maintaining a focus on improving our customer service and experiences

The skills you'll need

To be successful in this role, you’ll need to have experience of providing frontline customer service in the financial services industry, as well as excellent planning and organisational skills, and good attention to detail. You will use AI tools and automation to support customers efficiently and provide a market leading customer experience. You’ll perform well under pressure and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

You’ll also need:

• Experience of analysing and using performance data
• The ability to convey information in a simple and understandable way
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel and Word
• It would be beneficial but not essential to have experience of handling lending related queries