NatWest Group
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, where you will deliver successful outcomes for customers by investigating their queries and understanding their needs.
You’ll liaise with customers and businesses to accurately collect information, helping to resolve their concerns.
We’re looking for an enthusiastic and knowledgeable individual to engage with a variety of customers on a daily basis.
Work Arrangement
- First 5 weeks: Full-time office-based training and accreditation
- Afterwards: Hybrid role (2 days in the office per week)
*This role does not meet Skilled Worker visa sponsorship requirements.
What You’ll Do
As a Customer Service & Operations Analyst, your primary responsibility will be to respond thoughtfully and promptly to customer queries within agreed Service Level Agreements (SLAs).
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- Build strong relationships with customers by actively listening and adapting to their needs
- Investigate and authorise transactions while meeting set performance metrics (KPIs)
- Collect and verify customer/business details efficiently
Day-to-Day Responsibilities
- Authorise and investigate transactions to ensure compliance with KPIs
- Gather essential information from customers and businesses
- Review processes to identify opportunities for automation and enhancements, ultimately improving customer and business experiences
The Skills You’ll Need
To thrive in this role, you’ll combine strong customer service skills with industry knowledge. Success will depend on the following qualities:
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Key Requirements
- Ability to perform well in a fast-paced environment
- Clear organisational skills to meet deadlines
- Genuine enthusiasm for delivering excellent customer experiences
Advantages of Experience
- Coaching & feedback skills
- Keen awareness of regulatory changes, banking trends, and policies
- Strong understanding of products, processes, and banking systems
- Ability to interpret data and provide data-driven solutions for improvement
- Superior written and verbal communication skills
Would you be excited to join our team and bring your skills to this dynamic role?
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