Overview
Customer Service & Operations Analyst
Join as a Customer Service & Operations Analyst and contribute to delivering positive outcomes for both customers and colleagues. The role involves supporting initiatives that improve customer service, processes, and procedures while handling customer queries and complaints effectively.
What You’ll Do
In this position, you will provide operational support to customers and colleagues working in contact centres. Responsibilities include responding to and investigating queries, assisting with business processes and policies, and building an understanding of customer and operational needs to recommend improvements that enhance efficiency.
You will also:
- Identify performance barriers and coordinate improvements to increase operational efficiency
- Collaborate with operational centres, offering coaching and support to strengthen knowledge and productivity
- Maintain accurate day to day operational records, log incidents, and analyze emerging trends
- Review manual or inefficient processes and highlight opportunities for automation or enhancement
- Focus on improving overall customer service and experience
Skills and Requirements
The role requires strong planning and organisational abilities with attention to detail. You should be comfortable managing multiple tasks while maintaining accuracy and working effectively under pressure.
- Experience analysing and working with performance data
- Graduates from B.Com, BA, BBA, BSc (Non‑IT), Mass Communication, or Journalism
- Ability to present information clearly and in a simple, understandable manner
- Understanding of contact centre operations and related performance metrics
- Proficiency with Microsoft Office tools including PowerPoint, Excel, and Word
If an employer asks you to pay any kind of fee, please notify us immediately. Talentd does not charge any fee from applicants and we do not allow other companies to do so.
Key Skills
Related Tags
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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