Customer Service - Telephony Analyst, Customer Due Diligence

JR United Kingdom; Rotherham; Hybrid; GBP 27,000; Full time

Job summary

A leading company in financial services is seeking a Customer Service - Telephony Agent to join their collaborative team in Rotherham. This role involves investigating customer queries, supporting business processes, and ensuring high-quality service delivery. With comprehensive training and career development opportunities, you will be well-equipped to succeed in a dynamic environment.

Benefits

Healthcare and lifestyle benefits

33 days holiday entitlement, pro rata

Monthly contribution to retirement fund

Qualifications

• Interest in financial services and customer needs.
• Experience in telephony-based customer support is beneficial but not essential.

Responsibilities

• Responding to customer queries and authorising transactions.
• Investigating customer queries and escalating issues as needed.
• Participating in initiatives to improve customer service.

Skills

Attention to detail

Communication skills

Job description

Join us as a Customer Service - Telephony Agent, Customer Due Diligence

• In this telephony role, you’ll work with a supportive and collaborative team.
• You’ll investigate queries, support business processes and procedures, and understand the needs of our customers and the business.
• This role offers great career development opportunities with relevant training programmes and exposure for you and your work.
• This job does not meet Skilled Worker visa sponsorship requirements.

What you'll do

You’ll work together to deliver successful outcomes for the business and our customers. Your responsibilities include responding to customer queries, authorising and investigating transactions, and accurately collecting all necessary information to respond promptly and to a high standard.

As you develop in your role, you’ll also support your team by sharing your knowledge.

Day-to-day, you’ll be:

• Investigating customer queries accurately, raising issues with relevant parties, and escalating when needed.
• Ensuring processing is performed accurately and within the agreed turnaround time.
• Participating in initiatives to improve our customer service, processes, and procedures.

The skills you'll need

You should be able to work accurately to deadlines with high attention to detail. Experience in telephony-based customer support is beneficial but not essential.

We look for:

• An interest in financial services and our customers.
• Good written and spoken communication skills.

How we’ll reward you

You’ll start with a competitive salary of £26,010 pro rata.

Additional benefits include:

• Protection, healthcare, and lifestyle benefits through NatWest Group Benefits.
• A holiday entitlement of 33 days, pro rata.
• A monthly contribution to your retirement fund.

For more details on benefits, visit our rewards and benefits page.

What else you need to know

Your working pattern

Flexibility is required for shifts between 9 am and 6 pm, Monday to Friday, as part of our network of colleagues supporting customers anytime, anywhere.

Your work-life balance

After training, you can work up to three days a week from home, with two days in our offices for learning and collaboration.

Your learning journey

Start with comprehensive training to develop your skills and confidence, supported by ongoing coaching. During training, you will be expected to attend the office full-time until you reach competency.