Customer Service & Operations Analyst
| Posting date: | 17 May 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 16 June 2024 |
| Location: | Manchester, M3 3AP |
| Company: | NatWest Group |
| Job type: | Permanent |
| Job reference: | R-00231739 |
Summary
Join us as a Customer Service & Operations Analyst
- Working with a supportive and collaborative team, you’ll be speaking to customers directly on the telephone on the back of direct mailings relating to Remediation activity
- We’ll look to you to deliver successful outcomes for your customers by investigating queries, completing administration tasks, supporting business processes and procedures, and understanding the needs of our customers and the business
- You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
What you'll do
Joining a specialist Remediation telephony team, you’ll be working together to deliver the most successful outcomes for the business and our customers. You’ll be responding to queries from customers promptly and tactfully within our SLAs.
You’ll be utilising your strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.
You’ll also:
- Make proactive outbound calls to support a full insight into customer experience and help shape future strategy
- Liaise with customers and businesses to accurately collect information in order to solve their queries and support future strategies
- Respond to customer queries and process, authorise and investigate transactions
- Participate in initiatives that help improve our customer service, processes and procedures
- Review processing errors and customer complaints to help identify trends and training needs
The skills you'll need
To be successful in this role, you’ll have strong communication skills in particular verbal telephony skills to support inbound and outbound calls, along with good attention to detail and a passion for delivering exemplary customer service. You’ll perform well under pressure in a fast-paced environment and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.
You’ll also need:
- An awareness of changes in trends, policies and regulations
- An understanding of our industry and its customers
- Experience of managing stakeholder relationships
- A positive approach to flexible working and the willingness to go to our Manchester office at least two days a week