NatWest Markets jobs - Customer Services Operations Analyst

Join us as a Customer Service & Operations Analyst

• In this customer centric role, you’ll deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You’ll be actively participating in initiatives to improve customer service, processes and procedures
• 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

As a Customer Service & Operations Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs. We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.

As you continue to develop in your role, you’ll support with process training and knowledge sharing across your team, working together towards success.

Your Day-to-day Will Include

• Authorising and investigating all transactions to our KPIs
• Accurately investigating your queries, raising with relevant parties, and escalating where needed
• Collecting and analysing the required information from the customers and businesses
• Reviewing processing errors and customer complaints to help identify trends and training needs
  

The Skills You'll Need

In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge. You’ll also work well in a fast paced environment with good organisational skills to deliver to deadlines.

You’ll Also Demonstrate

• An awareness of changes in trends, policies and regulations
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships