NatWest Group is looking for a Customer Service Advisor to join its dynamic team in Edinburgh. This hybrid role is perfect for individuals with previous customer service and telephony experience who thrive in a fast-paced environment.
As a Customer Service Advisor, the successful candidate will handle customer inquiries over the phone, providing expert support and solutions. The role requires strong communication skills, problem-solving abilities, and the ability to manage multiple tasks efficiently while delivering excellent customer service.
Join NatWest Group, a leading UK bank, and be part of a team dedicated to providing outstanding financial support. Apply today to take the next step in your career!
About NatWest Group
NatWest Group is a UK-focused bank serving over 19 million customers across retail, commercial, and private banking markets. Every decision and action taken by the organization is driven by a commitment to its customers. With a deep understanding of customer needs, expert knowledge of products and services, and a passion for innovation, NatWest Group consistently delivers tailored financial solutions.
From its branch network and telephony services to webchat centers and relationship management, the bank is dedicated to creating market-leading digital experiences. With a strong focus on customer service and innovation, NatWest Group offers opportunities for individuals who excel in people-focused roles and are motivated to make a difference.
Position: Customer Service Advisor
Job Type: Full Time
About the Role
NatWest Group are looking for customer-focused and self-motivated individuals to join their Edinburgh team in the fight to protect customers from financial harm. You can make a difference!
Initially a 12-month temporary assignment with the potential to extend or become permanent, this is an excellent opportunity to make a positive impact in customers' lives by identifying and stopping fraudulent activity. Not only can you finish the day knowing you have made a real difference, you will also be generously compensated for the work you do –
Standard Pay Rate: £13.75 per hour; plus shift allowance payments for working outside core business hours (up to £16.81 p/hr for some shifts).
Location: Gogarburn, Glasgow Road, Edinburgh (Office site is easily accessed by all main transport routes).
You’ll work 35 hours over 5 days, an example of shift patterns that you will work after training will include, Tuesday to Saturday 2pm – 10pm or Sunday to Thursday 2pm – 10pm, this will include some bank holidays.
First class training provided – 6-8 weeks classroom based before moving to the academy where you will be taking calls. Once you are up to speed and consistently achieving the required performance levels, you will be considered for hybrid working where you will be required to be in the office 6 days a month and can work from home the rest of the time.
Responsibilities
* You’ll be utilising high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime.
* You’ll be investigating and analysing queries accurately and raising them with relevant internal and external parties without delay, escalating where appropriate.
* You’ll be actively participating in initiatives to improve customer service, processes and procedures.
The skills you will need:
* Previous customer service and telephony experience.
* Ability to work in an extremely fast-paced environment whilst managing phone calls with the customers to reach a solution.
* Excellent written and verbal communication skills.
* Excellent attention to detail with the ability to quickly assess information and multi-task.
* Strong IT Competency (Microsoft office and data entry).
* Ability to work well within a team.
Interested? Here are the next steps after your application:
* You will receive a short multiple choice assessment, please complete at your earliest convenience.
* If successful you will be sent a link to submit a video interview containing 3 questions, each with a 3-minute time limit.
* If successful you will be invited to a telephone screening call with a Recruiter from AMS.
Required Documents
* CV/Resume
Application Process
If you’re passionate about customer service and looking for a flexible role, APPLY TODAY
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