Join us as a Customer Service & Operations Analyst
This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
You'll be actively participating in initiatives to improve customer service, processes and procedures
You'll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
If you don't currently live in Jersey, you'll need to specifically state in your CV that you have the right to live and work here to be considered for this role
What you'll do
In 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 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
To 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 data
- The ability to convey information in a simple and understandable way
- An understanding of contact centre operations and performance metrics
- Microsoft Office skills, including PowerPoint, Excel and Word
Hours 35
Job Posting Closing Date: 02/10/2026
Ways of Working:Office First
#J-18808-Ljbffr
Customer Service & Operations Analyst employer: Royal Bank of Scotland
At NatWest Markets, we pride ourselves on being an exceptional employer, offering a dynamic work environment in the heart of London. Our culture fosters collaboration and innovation, providing employees with ample opportunities for professional growth and development. With a focus on market insights and client relationships, we empower our team to excel in their roles while enjoying a supportive atmosphere that values diversity and inclusion.
