Customer Service & Operations Analyst

Royal Bank of Scotland; Saint Helier; On-site; GBP 30,000 - 40,000; Full time

Job summary

Royal Bank of Scotland in Jersey is seeking a Customer Service & Operations Analyst to support contact centres, analyse performance, and drive process improvements. You will respond to queries, support policy adherence, and develop insights to improve customer outcomes.

The role emphasizes data-driven improvements, coaching for efficiency, and maintaining clear records in a fast-paced environment. Hours are 35 per week with an Office First working style.

Qualifications

• Excellent planning and organisational skills.
• Ability to analyse and use performance data.
• Clear and concise communication of information.
• Understanding of contact centre operations and performance metrics.
• Proficiency with Microsoft Office (PowerPoint, Excel, Word).

Responsibilities

• Provide crucial support to customers and colleagues in contact centres and respond to queries.
• Investigate queries, supporting on business processes, policies and procedures.
• Develop understanding of customer and business needs to suggest improvements and increase efficiency.
• Identify barriers to performance and coordinate improvements to enhance efficiency.
• Work with operational centres, providing coaching to increase efficiency and knowledge.
• Maintain accurate records of day-to-day operations, log incidents and identify trends.
• Review manual or ineffective processes for automation or enhancement.
• Maintain a focus on improving customer service and experiences.

Skills

Planning & organisation

Data analysis

Communication

Contact centre knowledge

Microsoft Office (PowerPoint, Excel, &

Tools

Microsoft Office Suite

Job description

Join us as a Customer Service & Operations Analyst

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

If you don't currently live in Jersey, you'll need to specifically state in your CV that you have the right to live and work here to be considered for this 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, 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.

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 excellent planning and organisational skills, along with good attention to detail. 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

Hours 35

Job Posting Closing Date: 02/10/2026

Ways of Working:Office First