Overview
Customer Service & Operations Analyst
In this role, you will work to deliver positive outcomes for customers by investigating queries and understanding their needs. The position involves communicating with customers and businesses to gather accurate information and resolve issues efficiently.
You will interact with a wide range of customers on a daily basis, demonstrating your knowledge and enthusiasm while maintaining high service standards. This opportunity is offered at a senior analyst level.
Key Responsibilities
As a Customer Service & Operations Analyst, you will respond to customer queries promptly and professionally while meeting service level agreements (SLAs). The role requires building strong relationships with customers, listening carefully to their concerns, and ensuring their needs are addressed effectively.
- Authorise and investigate transactions in line with defined KPIs.
- Collect and analyse required information from customers and business partners.
- Review existing processes and identify opportunities for automation or improvement to enhance customer and business experience.
- Support team members through process training and knowledge sharing.
Skills and Knowledge
To perform well in this role, you should have solid customer service capabilities and an understanding of customer expectations within the industry. The role also requires working effectively in a fast paced environment and managing tasks within defined timelines.
- Awareness of evolving industry trends, policies, and regulatory updates.
- Understanding of the financial services industry and its customers.
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Key Skills
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Education Requirements
- Bachelor’s degree in any discipline
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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