Customer Service & Operations Analyst

  • Job Reference: R-00230888
  • Date Posted: 5 April 2024
  • Employer: NatWest Group
  • Website: https://jobs.natwestgroup.com/
  • Location: Gurugram
  • Salary: On Application
  • Sector: Accounting, Banking & Financial Services
  • Job Type: Full Time
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Job Description

Join us as a Customer Service & Operations Analyst

  • If you’re looking out to start your career in the corporate world, then this could be just the opportunity you’re looking for
  • We’re looking for graduates from 2019 or earlier batches to join us to make a positive impact to our customers and colleagues
  • We’ll support your learning journey and provide relevant trainings to ensure you actively participate in initiatives to improve customer service, processes and procedures to deliver successful customer and business outcomes
  • We thrive through diversity and value the variety of backgrounds, perspectives and opinions in the room – and if you value this too, there’s a place for you with us

What you'll do

In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.

You’ll also be:

  • Identifying barriers to performance and coordinating improvements to enhance our efficiency
  • Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
  • Keeping accurate records of day to day operations, logging incidents and identifying trends
  • Reviewing manual or ineffective processes which could be automated or enhanced
  • Maintaining a focus on improving our customer service and experiences

The skills you'll need

This is an opportunity for graduates of any stream, from 2019 or earlier batches. You should have no prior work experience and should be below the retirement age of 60. To be successful in this role, you’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

You’ll also need:

  • Experience of analysing and using performance data
  • The ability to convey information in a simple and understandable way
  • An understanding of contact centre operations and performance metrics
  • Microsoft Office skills, including PowerPoint, Excel and Word