At a Glance
- Tasks: Support customers and colleagues, improve processes, and enhance service efficiency.
- Company: Join NatWest's dynamic Lombard CSO team in Rotherham.
- Benefits: Competitive pay, hybrid work options, and career advancement opportunities.
- Other info: Full-time role with training provided and potential for contract extension.
- Why this job: Make a positive impact while developing your analytical skills in a fast-paced environment.
- Qualifications: Strong planning, communication skills, and experience with performance data.
The predicted salary is between 13 - 16 £ per hour.
On behalf of NatWest, AMS are seeking Customer Service Advisors (Customer Service & Operations Analyst) to provide an excellent service for our clients. The role will be based in Lombard CSO department in Rotherham, Discovery House, S63 7EF.
This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes. You will be actively participating in initiatives to improve customer service, processes and procedures. You will hone your existing analytical skills and be well positioned to advance your career in this fast-paced role.
What you’ll do:
- Providing crucial support to customers and colleagues in our contact centres.
- Responding to and investigating queries, providing support on business processes, policies and procedures.
- Developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.
- Communicating with customers and suppliers via email and outbound calls.
- 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:
- Excellent planning and organisational skills, along with good attention to detail.
- Ability to perform well under pressure and manage multiple tasks while maintaining high levels of accuracy.
- Experience of analysing and using performance data.
- Ability to convey information in a simple and understandable way.
- Understanding of contact centre operations and performance metrics.
- Excellent written and verbal communication skills.
- Excellent attention to detail and data accuracy.
- IT Competency and Microsoft Office skills, including PowerPoint, Excel and Word.
- Previous experience within a financial/administration or invoice management is beneficial for the role.
What we can offer:
- Start date: 20th April 2026 (Earlier start dates are available and dependent on pre-engagement vetting).
- Contract length: Currently until the 31st December 2026 with potential for extension.
- Shift pattern: Monday - Friday 9am-5pm.
- Hourly rate: £13.75 per hour.
- Full time position: 35 hours per week.
- Weekly pay.
- Overtime is available dependent on business need.
- Training will take place in office for first 2-3 weeks.
- Hybrid working schedule can be implemented after training. There is a requirement to be in office 6 days a month and the allocated day to be in office may change due to office space and desk availability.
If this seems like a role you are interested in, apply now!
Customer Service & Operations Analyst in Rotherham employer: NatWest CWS
At NatWest, we pride ourselves on being an excellent employer, offering a supportive work culture that fosters employee growth and development. As a Customer Service & Operations Analyst in Rotherham, you'll benefit from a competitive hourly rate, a hybrid working schedule after training, and opportunities to enhance your analytical skills while making a meaningful impact on customer experiences. Join us to be part of a dynamic team dedicated to improving service delivery and operational efficiency.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Operations Analyst in Rotherham
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on NatWest and their customer service values. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Tip Number 2
Practice makes perfect! Run through common interview questions related to customer service and operations. Think about how your skills can improve processes and enhance customer experiences, just like they want in this role.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used data to identify trends or improve efficiency in past roles. This is key for the Customer Service & Operations Analyst position.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It’s a nice touch and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Service & Operations Analyst in Rotherham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service & Operations Analyst role. Highlight your relevant experience and skills that match the job description, especially your analytical skills and customer service experience.
Showcase Your Communication Skills:Since excellent written and verbal communication is key for this role, ensure your application reflects this. Use clear and concise language, and don’t forget to proofread for any typos or errors before hitting send!
Demonstrate Your Problem-Solving Abilities:In your application, share examples of how you've identified barriers to performance in previous roles and the steps you took to improve processes. This will show us that you’re proactive and ready to make a positive impact.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right place and shows us you’re serious about joining our team at NatWest!
How to prepare for a job interview at NatWest CWS
✨Know Your Customer Service Basics
Before the interview, brush up on your customer service principles. Understand what excellent service looks like and be ready to share examples from your past experiences. This will show that you’re not just familiar with the role but also passionate about delivering great service.
✨Show Off Your Analytical Skills
Since this role involves analysing performance data, prepare to discuss how you've used data in previous roles. Bring specific examples of how your analytical skills led to improvements or efficiencies. This will demonstrate your capability to contribute positively to the team.
✨Practice Clear Communication
As you'll be communicating with customers and colleagues, practice conveying information clearly and concisely. You might even want to do a mock interview with a friend to refine your verbal communication skills. This will help you feel more confident during the actual interview.
✨Be Ready to Discuss Process Improvements
Think about any processes you've improved in past roles. Be prepared to discuss these examples in detail, focusing on the challenges you faced and the outcomes of your initiatives. This shows that you’re proactive and can think critically about enhancing efficiency.
