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This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Customer Service & Operations Analyst in our Financial Health & Support team

• We’ll look to you to deliver successful outcomes for your customers who are experiencing financial difficulties by investigating their queries and understanding their needs
• You’ll be liaising with customers and businesses over the telephone to accurately collect information 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
• Once you’ve completion your induction period and shown competence in the role you’ll have the opportunity to work from home, you’ll need to commit to a minimum of 2/3 days a month in the office, so you can connect and learn with your colleagues

What you'll do

As a Customer Service & Operations Analyst, you’ll be responding to telephone 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.

Your day-to-day will include:

• Having great conversations with customers, helping them find a suitable solution to their financial situation
• Gathering relevant information from multiple systems to shape and inform decisions that support customers in financial difficulties
• Displaying compassion and understanding towards customers in vulnerable situations
• Setting up repayment plans and working with other specialist teams to support the customer
• Reviewing processes which could be automated or enhanced to improve the customer and business experience

The skills you'll need

To excel in this role, you’ll have strong customer service abilities along with good communication skills. You’ll work well in a fast-paced environment and the ability to deliver to deadlines.

You’ll also demonstrate:

• Good organisational skills
• Excellent written and verbal communication skills
• The ability to interpret information and provide analysis and solutions to support continuous improvement
• Working with policies and adhering to regulations

What else you’ll need to know:

• We’re here for our customers, whatever the time of day, so you’ll need to be flexible and commit to working an agreed work pattern.
• You’ll work 35hrs per week between Monday – Friday 8am - 8pm and Saturday 8am – 5pm, you’ll work a maximum of 1 in every 3 Saturdays. We’ll discuss your working pattern in more detail during the interview.
• You'll need to commit to a comprehensive 12 week in-house training programme, following which the job will be based working from home. You will need to work at your local centre 2/3 days per month so you can connect and learn with colleagues. Full kit will be provided.

How we'll reward you

Salary £22,410 - £24,900 Dependent on experience (pro rata for hours worked)

You’ll join on a competitive salary between £22,410 and £24,900 . 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 will have a generous holiday entitlement of 33 days, you may be required to work bank holidays. Visit our reward and benefits page for more information on the benefit packages we offer.

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.