Customer Service - Telephony Analyst, Customer Due Diligence

NatWest Group; Rotherham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services provider is seeking a Customer Service - Telephony Agent in Rotherham. You will investigate customer queries and ensure high-quality service. Candidates should have strong communication skills and an interest in financial services. The role offers a competitive salary starting at £26,010 pro rata and flexible working arrangements, including remote opportunities.

Benefits

Competitive salary

Generous holiday entitlement

Contribution to retirement fund

Flexible work from home options

Qualifications

• Ability to work accurately to deadlines.
• Experience in a telephony-based customer support team is beneficial.

Responsibilities

• Investigate and respond to customer queries.
• Ensure processing is performed accurately and timely.
• Participate 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 be working with a supportive and collaborative team
• You’ll be investigating queries, supporting business processes and procedures, and understanding 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 be working together to deliver the most successful outcomes for the business and our customers. You’ll respond to customer queries, authorise and investigate transactions, while accurately collecting all information needed to respond on time and to a high standard.

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

Day-to-day, you’ll be:

• Accurately investigating customer queries, raising with relevant parties, and escalating where needed
• Making sure processing is performed accurately and within an agreed turn-around time
• Participating in initiatives that help improve our customer service, processes and procedures

The skills you\'ll need

To take on this role, you’ll need to be able to work accurately to deadlines and with high levels of attention to detail. Experience of working in a telephony based customer supportteam is beneficial but not essential.

We’ll also be looking for you to demonstrate:

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

How we\’ll reward you

You’ll join us on a competitive salary starting at £26,010 pro rata.

You’ll also benefit from:

• A range of protection, healthcare and lifestyle benefits through Natwest Group Benefits, our fully flexible reward programme
• A generous holiday entitlement of 33 days, pro rata for hours worked
• A monthly contribution to your retirement fund

To find out more about the benefits we offer, check out our rewards and benefits page.

What else you need to know

Your working pattern

You’re joining an incredible network of colleagues who are here for our customers whenever and wherever they need us. You’ll need to be flexible in terms of the shifts you do and the hours you work, which will be between the hours of 9am and 6pm, Monday to Friday.

Your work life balance

As soon as you’re up to speed and settled in your new role, we’ll send you any kit you need to set yourself up for working from home. You can spend up to three days a week working from home, with two days spent learning and connecting with your colleagues in one of our offices.

Your learning journey

Your journey starts with a comprehensive training programme where you’ll gain a range of new skills, and the confidence to use them. You’ll benefit from ongoing coaching and support, that will open the door to further career opportunities too. During this training period you will be expected to attend the office full time whilst you reach competency in the role.