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- Tasks: Help protect customers from fraud by identifying and stopping financial crime.
- Company: Join NatWest Group, a leading bank dedicated to customer safety and support.
- Benefits: Enjoy flexible hybrid working, mental health support, and access to exclusive discounts.
- Why this job: Make a real difference in people's lives while developing valuable skills in a supportive environment.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: Initial 12-month contract with potential for extension; first-class training provided.
Have you ever fallen victim to fraudulent activity on your account? Experienced that heart stopping moment, the feeling in the pit of your stomach when you see unexpected activity on your statement? NatWest Group are looking for customer focused and self-motivated individuals to join their Southend 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, but you will also be generously compensated for the work you do - Standard Pay Rate: £14.29 per hour; plus, shift allowance payments for working outside core business hours (up to £17.47 p/hr for some shifts).
Start dates: 2nd June 2025 or 23rd June 2025
Location: Thanet Grange, Southend on Sea, Essex, SS0 0EJ
You will work 35 hours over 5 days between the hours of 8am and 10:00pm, Monday to Sunday and will include some bank holidays. We will discuss your hours in more detail at interview stage.
First class training provided - 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 on days allocated by your manager and can work from home the rest of the time.
Key responsibilities:- You will be utilising high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime.
- You will be investigating and analysing queries accurately and raising them with relevant internal and external parties without delay, escalating where appropriate.
- You will be actively participating in initiatives to improve customer service, processes and procedures.
- 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) - will be operating across multiple systems and screens whilst on calls with customers
- Ability to work well within a team
- Free access to UnMind - a mental health and wellbeing platform that you can use throughout the duration of your assignment to support with mental health, life events, and physical health and wellbeing.
- Access to a benefits scheme giving you access to discounted holidays, vouchers, saving bundles, competition and giveaways and a 24/7 worker assistance programme including always accessible counselling services.
- A range of amenities are available onsite including free parking, supermarket and a Fitness & Wellbeing Centre.
Customer Service & Operations Analyst in Westcliff-On-Sea employer: NatWest CWS
Contact Detail:
NatWest CWS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service & Operations Analyst in Westcliff-On-Sea
✨Tip Number 1
Familiarise yourself with common types of fraud and the strategies used to combat them. This knowledge will not only help you in interviews but also demonstrate your genuine interest in the role and its responsibilities.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since this role involves handling customer queries, being articulate and clear will set you apart from other candidates.
✨Tip Number 3
Showcase your ability to work under pressure by preparing examples from past experiences where you successfully managed multiple tasks or resolved issues quickly. This is crucial for a fast-paced environment like this one.
✨Tip Number 4
Network with current or former employees of NatWest Group if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
We think you need these skills to ace Customer Service & Operations Analyst in Westcliff-On-Sea
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service and telephony experience. Emphasise skills like attention to detail, communication, and IT competency, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your motivation to protect customers from fraud. Use specific examples from your past experiences to demonstrate how you can make a positive impact.
Highlight Relevant Skills: In your application, clearly outline your ability to work in fast-paced environments and manage multiple tasks. Mention any experience with data entry and using Microsoft Office, as these are key requirements for the position.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is essential for this role.
How to prepare for a job interview at NatWest CWS
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Service & Operations Analyst. Familiarise yourself with the key tasks, such as identifying fraudulent activity and improving customer service processes. This will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your previous experience that highlight your customer service skills. Be ready to discuss how you've handled difficult situations or resolved customer queries effectively. This is crucial as the role focuses heavily on protecting customers from financial harm.
✨Demonstrate Attention to Detail
Since the job requires excellent attention to detail, be prepared to discuss how you ensure accuracy in your work. You might want to share specific instances where your attention to detail made a significant difference in your previous roles.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask insightful questions about the team, training process, or company culture. This shows your enthusiasm for the position and helps you gauge if the company is the right fit for you.
