About the Role
NatWest Group is hiring a Customer Service & Operations Analyst to support customers and colleagues by delivering successful customer and business outcomes. The role focuses on customer support, operational efficiency, process improvement, performance analysis, and contact centre operations.
Responsibilities
- Provide support to customers and colleagues in contact centres.
- Respond to and investigate customer and operational queries.
- Support business processes, policies, and procedures.
- Identify barriers to performance and recommend improvements.
- Coordinate operational improvements to enhance efficiency.
- Work with operational centres to provide coaching and support.
- Maintain accurate operational records and incident logs.
- Identify trends through data analysis.
- Review manual processes for automation and enhancement opportunities.
- Contribute to improving customer service and customer experience.
Requirements
- Freshers from 2024 or 2025 pass-out batches.
- B.Com, BA, BBA, B.Sc (Non-IT), Mass Communication, or Journalism graduates.
- Experience in analysing and using performance data.
- Strong planning and organisational skills.
- Good attention to detail.
- Ability to manage multiple tasks under pressure.
- Strong communication skills.
- Understanding of contact centre operations and performance metrics.
- Proficiency in Microsoft Excel, PowerPoint, and Word.
