Customer Service & Operations Analyst: Drive Efficiency

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

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.