Customer Service & Operations Analyst (15 months)

Job descriptionOur people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.This role is based in Jersey and as such all normal working days must be carried out in Jersey.Join us as a Customer Service & Operations AnalystThis is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomesYou'll be actively participating in initiatives to improve customer service, processes and proceduresYou'll hone your existing analytical skills and be well positioned to advance your career in this fast-paced roleThis job does not meet Skilled Worker visa sponsorship requirementsYou can be based in Isle of Man but you'll need to clearly state on your CV that you have the right to live and work hereWe are offering this role for 15 monthsWhat you'll doIn 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 efficiencyWorking closely with operational centres, providing coaching and support to increase efficiency and knowledgeKeeping accurate records of day to day operations, logging incidents and identifying trendsReviewing manual or ineffective processes which could be automated or enhancedMaintaining a focus on improving our customer service and experiencesThe skills you'll needTo 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 dataThe ability to convey information in a simple and understandable wayAn understanding of contact centre operations and performance metricsMicrosoft Office skills, including PowerPoint, Excel and WordApply for this jobYour benefits breakdownHere's a quick look at what your pay package and annual leave could look like if you get accepted for the role. We have a wide range of benefits to support you in your working life and beyond.Tap each segment for details.Your pay package90% Base pay This is the part your your pay package that you take home every month. 10% Pension funding 10% of your salary goes towards your pension every month.Your leave allowance23 days Annual leave You'll also have the opportunity to purchase up to 5 additional days off. 3 days Volunteering Take time off to support the causes you're passionate about. 3 days Training Take time to build the skills you need to grow your career.Total rewards packageLearn more about the wide range of benefits we have to offer.Benefits to choose fromBecome an insiderMembers of our Talent Community get direct job matching and job recommendations.Join the communityWhat's it like to work at NatWest Group?Find out more about what it's like to work here, including Rewards and Benefits, and Learning and Development.Working here