Hybrid Customer Experience & Operations Analyst

Royal Bank of Scotland; Manchester; Hybrid; GBP 24,000 - 36,000; Full time

Job summary

Royal Bank of Scotland is looking for a Customer Service & Operations Analyst in Manchester. You will handle customer queries, liaise with businesses to collect information, and ensure timely resolution within SLAs. The role starts with 5 weeks of full-time office work and then becomes hybrid with 2 office days per week.

The position emphasizes strong communication, the ability to understand customer needs, and contributing to continuous improvement in processes and banking operations.

Qualifications

• Strong customer service abilities and industry knowledge.
• Able to work in a fast-paced environment with good organisational skills.
• Coaching and giving feedback experience would be an advantage.
• Awareness of changes in trends, policies and regulations within banking.

Responsibilities

• Respond to customer queries promptly and within SLAs.
• Build relationships with customers and understand their needs.
• Collect information from customers and businesses to resolve issues.
• Identify processes that can be automated or improved to enhance experience.

Skills

Customer service

Interpersonal skills

Analytical thinking

Job description

Royal Bank of Scotland is looking for a Customer Service & Operations Analyst in Manchester. You will handle customer queries, liaise with businesses to collect information, and ensure timely resolution within SLAs. The role starts with 5 weeks of full-time office work and then becomes hybrid with 2 office days per week.

The position emphasizes strong communication, the ability to understand customer needs, and contributing to continuous improvement in processes and banking operations.