RBS
Customer Service & Operational Analyst
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Customer Service & Operational Analyst
Customer Service & Operations Analyst
About the Role
Join us as a Customer Service & Operations Analyst. You’ll deliver successful outcomes for our customers by:
- Investigating their queries and proactively understanding their needs.
- Liaising with customers and businesses to accurately collect information to resolve issues.
- Showcasing your knowledge and enthusiasm when interacting with a diverse range of customers daily.
Notes about the role:
- Initial commitment: Full-time office-based training and accreditation for the first 5 weeks.
- Post-training, the role shifts to a Hybrid model—2 days in the office per week.
- Skilled Worker visa sponsorship unavailable for this position.
Responsibilities
As a Customer Service & Operations Analyst, your core responsibilities will include:
- Handling customer queries:
- Respond promptly and tactfully to customer requests, adhering to our Service Level Agreements (SLAs).
- Develop strong relationships by actively listening and maintaining a deep understanding of customer needs.
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Transaction & operations roles:
- Authorise and investigate transactions to meet Key Performance Indicators (KPIs).
- Gather necessary information from customers and businesses.
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Process improvement & innovation:
- Review processes for potential automation or enhancement to improve customer and business experiences.
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Escalation & support:
- Provide clear analysis and solutions to support continuous improvement in operations.
Required Skills & Qualifications
This role requires a mix of interpersonal skills, technical understanding, and adaptability. We’re looking for:
- Strong customer service abilities, paired with sector-specific knowledge of banking products, processes, and systems.
- Experience in coaching and giving constructive feedback is a plus.
- Fast-paced work environment suitability—meeting deadlines with confidence.
- **Exceptional oral and written communication skills, tailored to both customers and colleagues.
- Attention to industry trends, policies, and regulatory updates.
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- Analytical mindset:
- Ability to interpret data, and apply it to develop solutions and optimise processes.
Bonus attributes:
✔ Familiarity with banking systems or FinTech practices. ✔Experience in hybrid team environments.
Ways of Working
- Hybrid: 2 office days per week after initial training period.
- Hours: Standard 35-hour weekly commitment.
Closing Date for Applications
04/07/2026 (Note: Post Updated since original date).
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