Join us as a Customer Service & Operations Analyst in Payments

• We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries
• You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
• In this hybrid role you'll mainly work from home and will be required to go into the office a minimum of once per week with shifts between the hours of 8:00am and 6:00pm Monday to Friday
• This job does not meet Skilled Worker visa sponsorship requirements

What you'll do

As a Customer Service & Operations Analyst, you’ll be responding to queries from corporate and commercial business 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. In this telephony based role you'll be required to support our customers with specialised BACs related queries and support. 

Your day-to-day will include:

• Collecting the required information from the customers and businesses
• Reviewing processes which could be automated or enhanced to improve the customer and business experience

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 work well in a fast-paced environment and have good organisational skills to deliver to deadlines. And, if you have experience of coaching and giving feedback, this would be an advantage.

You’ll also demonstrate:

• An awareness of changes in trends, policies and regulations
• A thorough understanding of products, processes and banking systems
• The ability to interpret information and provide analysis and solutions to support continuous improvement
• An understanding of our industry and its customers
• Excellent written and verbal communication skills

You'll join on a competitive salary of £24,750 and in addition you’ll receive a contribution to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits through NatWest Group Benefits, our fully flexible reward programme. You'll have a generous holiday entitlement of 33 days and you may be required to work Bank Holidays. Visit our reward and benefits page for more information on the benefit packages we offer.

Hours

35

Job Posting Closing Date:

11/12/2024

Ways of Working:Hybrid