Overview
Join NatWest Group as a Customer Service & Operations Analyst and contribute to delivering strong outcomes for customers and colleagues. In this role, you will help drive improvements in customer service, processes, and operational procedures while building analytical capabilities in a fast paced environment.
What you'll do
You will support customers and colleagues within contact centre operations. The role involves responding to queries, investigating issues, and assisting with business processes, policies, and procedures. By understanding customer and operational needs, you will help identify opportunities that improve efficiency and service quality.
- Identify barriers that impact operational performance and coordinate improvements to increase efficiency
- Work closely with operational centres, offering coaching and support to strengthen knowledge and productivity
- Maintain accurate records of daily activities, log incidents, and track trends
- Review manual or inefficient processes and highlight opportunities for automation or enhancement
- Support initiatives aimed at improving overall customer experience and service standards
The skills you'll need
Success in this role requires strong planning and organisational abilities along with careful attention to detail. You should be comfortable managing multiple tasks while maintaining accuracy and meeting deadlines.
- Ability to analyse and work with performance data
- Graduates or postgraduates, including freshers (2024 or 2025 pass outs)
- Capability to present information in a clear and easy to understand manner
- Basic understanding of contact centre operations and performance metrics
- Proficiency in Microsoft Office tools such as Excel, PowerPoint, and Word
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Education Requirements
- Any Bachelor's degree
- Any Postgraduate degree
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.
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