Join us as a Customer Service & Operations Analyst at Mettle, part of the NatWest Group.
This is an opportunity to make a positive impact on our customers and colleagues by delivering successful customer and business outcomes. You’ll participate in initiatives to improve customer service, processes, and procedures, honing your analytical skills and advancing your career in this fast-paced role.
What You'll Do
In this key role, you’ll provide crucial support to customers and colleagues in our contact centres. Responsibilities include responding to and investigating queries at first contact, supporting on business processes, policies, and procedures, and developing an understanding of customer and business needs to suggest improvements and increase efficiency. This includes handling initial customer interactions for new clients and supporting queries related to savings and lending products.
You’ll Also Be
* Identifying barriers to performance and coordinating improvements to enhance efficiency
* Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
* Keeping accurate records of operations, logging incidents, and identifying trends
* Reviewing manual or ineffective processes for automation or enhancement
* Focusing on improving customer service and experiences
The Skills You'll Need
Successful candidates will have experience providing frontline customer service in financial services, excellent planning and organizational skills, attention to detail, and familiarity with AI tools and automation to support customers efficiently. Ability to perform under pressure and manage multiple tasks with high accuracy is essential.
Additional Requirements
* Experience analyzing and using performance data
* Ability to convey information clearly and simply
* Understanding of contact centre operations and performance metrics
* Proficiency in Microsoft Office (PowerPoint, Excel, Word)
* Experience handling lending-related queries is beneficial but not essential
Additional Details
* Seniority level: Entry level
* Employment type: Part-time
* Job function: Other
* Industries: Software Development
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