Overview
Customer Service & Operations Analyst
Join as a Customer Service & Operations Analyst and contribute to delivering positive outcomes for customers and colleagues. The role involves supporting initiatives that enhance customer service, processes, and operational procedures while strengthening analytical capabilities in a fast-paced environment.
Key Responsibilities
In this position, you will provide support to customers and colleagues within contact centres. The work includes responding to queries, investigating issues, and assisting with business processes, policies, and procedures while building an understanding of both customer and operational requirements to help improve efficiency.
- Identify barriers that affect operational performance and coordinate improvements to enhance efficiency
- Collaborate with operational centres, offering guidance and support to increase team knowledge and effectiveness
- Maintain accurate records of daily activities, log incidents, and monitor trends
- Review manual or inefficient processes that could be automated or improved
- Maintain a strong focus on improving customer service and overall experience
Skills and Requirements
The role requires strong planning and organisational abilities with close attention to detail. You should be comfortable working under pressure and managing multiple tasks while maintaining accuracy.
- Experience analysing and working with performance data
- Good understanding of contact centre operations and related performance metrics
- Ability to communicate information clearly and simply
- Proficiency in Microsoft Office tools including Excel, PowerPoint, and Word
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Key Skills
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Education Requirements
- B.Com
- BA
- BBA
- BSc (Non-IT)
- Mass Communication
- Journalism
Eligible Batch Years
NatWest
NatWest Group plc is one of the largest banking and financial services institutions in the United Kingdom, with a history dating back to 1968 when National Westminster Bank was formed through the merger of National Provincial Bank and Westminster Bank. Headquartered in Edinburgh, Scotland, NatWest Group operates across retail, commercial, and corporate banking segments, serving millions of customers in the UK and internationally. The company employs over 60,000 people and is listed on the London Stock Exchange, with a strong presence in the FTSE 100 index.
NatWest's mission is to champion potential, helping people, families, and businesses to thrive. It focuses on digital innovation, sustainability, and customer-centric services, aiming to be a leader in responsible banking. In recent years, NatWest has made significant strides in reducing its carbon footprint and supporting green finance initiatives, including pledges to provide billions in climate and sustainable funding. The bank has also been recognized for its advancements in digital banking platforms and its role in supporting small businesses during economic challenges.
Company Details
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