At a Glance
- Tasks: Lead a team to enhance customer service and operational efficiency.
- Company: Join a dynamic financial services company with a focus on teamwork.
- Benefits: Competitive salary, training opportunities, and a supportive work environment.
- Other info: Office-first approach with a focus on continuous improvement.
- Why this job: Make a real impact by driving team performance and improving customer experiences.
- Qualifications: Strong leadership skills and experience in financial services required.
The predicted salary is between 39600 - 48400 £ per year.
Join us as a Customer Service & Operations Unit Leader. If you have good team leadership experience, this is a chance to take on a role with responsibility and exposure to internal and external stakeholders. We'll look to you to understand and drive the performance of the team, with solid budgeting and financial management of targets. You'll deliver improvements in productivity, efficiency and service performance by coaching, inspiring and developing your people.
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:
- Deliver successful customer and business outcomes by making sure that your unit is efficiently planned.
- Focus on optimising capacity and managing operational escalations, disputes and risks.
- Understand what our customers need and actively review performance targets, helping the team to identify trends and address areas of improvement.
Your responsibilities will include:
- Leading process re-engineering and automation initiatives, collaborating with support functions to do so.
- Ensuring the engagement and development of colleagues, making sure that a plan is in place for training and accreditation.
- Making sure that SLAs are achieved, using resources optimally and reducing costs where possible.
- Approving and maintaining up-to-date process documents, contributing to the definition of performance targets, measurement and the reporting of critical MI to enable the right decision making.
- Delivering cost effective measures within the team and contributing to simplifying the organisation.
The skills you'll need:
- Good people management skills, with the ability to successfully engage and motivate teams to success.
- An understanding of people processes and policies.
- The ability to review processes with an analytical mind-set and maintain a focus on continuous improvement.
You’ll also need:
- Experience of working in a financial services environment, with knowledge of the industry and its customers.
- Some knowledge of our products, processes and banking systems.
- An understanding of risk, compliance and legal issues in different jurisdictions.
Hours: 35
Job Posting Closing Date: 02/10/2026
Ways of Working: Office First
Customer Service & Operations Unit Leader 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Operations Unit Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Royal Bank of Scotland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Royal Bank of Scotland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service & Operations Unit Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Royal Bank of Scotland:Your cover letter is your chance to shine! Tell us why you want to work at Royal Bank of Scotland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Royal Bank of Scotland!
How to prepare for a job interview at Royal Bank of Scotland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
