NatWest Group
Customer Service & Operational Analyst
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Customer Service & Operational Analyst
Customer Service & Operations Analyst
We’ll look for you to deliver successful outcomes for customers by investigating their queries and understanding their needs.
You’ll be liaising directly with customers and businesses to accurately collect information, ensuring we resolve their queries effectively.
This role is ideal if you enjoy showcasing your knowledge and enthusiasm while interacting with a diverse range of customers daily.
Work Arrangements
- Full-time office-based work for the first 5 weeks during training and accreditation
- After completion, the role becomes hybrid, with 2 days in the office per week
- ❗ Note: This role does not qualify for Skilled Worker visa sponsorship
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What You’ll Do
As a Customer Service & Operations Analyst, you’ll be responsible for:
- Quickly and tactfully resolving customer queries within our Service Level Agreements (SLAs)
- Building strong interpersonal relationships to ensure customer satisfaction
- Maintaining a deep understanding of customer needs throughout all interactions
Your Daily Responsibilities Include
- Authorising and investigating transactions, aligning with company KPIs
- Collecting accurate information from customers and businesses
- Reviewing processes for potential automation or enhancement to boost efficiency and improve customer/business experience
Skills & Qualifications
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Essential
- Strong customer service skills with a wealth of industry knowledge
- Ability to thrive in a fast-paced environment
- Exceptional organisation skills and an ability to meet deadlines
- (A plus if you have experience in coaching and providing feedback)
Additional Attributes
- Awareness of emerging trends, policy changes, and regulations
- A detailed understanding of products, banking systems, and internal processes
- Strong analytical skills to interpret information, provide solutions, and support improvements
- Industry expertise and an appreciation for our customers’ needs
- Excellent written and verbal communication skills
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