At a Glance
- Tasks: Investigate customer queries and provide tailored solutions to enhance their experience.
- Company: Join a dynamic team focused on customer satisfaction and operational excellence.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Full-time office training for 5 weeks, then hybrid work with 2 days in the office.
- Why this job: Make a real difference by helping customers and improving processes every day.
- Qualifications: Strong customer service skills and the ability to thrive in a fast-paced environment.
The predicted salary is between 23400 - 28600 £ per year.
Join us as a Customer Service & Operations Analyst. We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs. You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries. You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis. You will be required to be full time office working for the first 5 weeks whilst completing training and accreditation. After this, the role is a Hybrid role consisting of 2 days in the office per week.
This job does not meet Skilled Worker visa sponsorship requirements.
What you’ll do:
- As a Customer Service & Operations Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs.
- We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.
- Your day-to-day will include:
- Authorising and investigating all transactions to our KPIs.
- Collecting the required information from the customers and businesses.
- Reviewing processes which could be automated or enhanced to improve the customer and business experience.
The skills you’ll need:
- In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge.
- You’ll work well in a fast-paced environment and have good organisational skills to deliver to deadlines.
- If you have experience of coaching and giving feedback, this would be an advantage.
- You’ll also demonstrate:
- An awareness of changes in trends, policies and regulations.
- A thorough understanding of products, processes and banking systems.
- The ability to interpret information and provide analysis and solutions to support continuous improvement.
- An understanding of our industry and its customers.
- Excellent written and verbal communication skills.
Hours: 35
Job Posting Closing Date: 09/11/2026
Ways of Working: Hybrid
Customer Service & Operational Analyst in Manchester 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 & Operational Analyst in Manchester
✨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 & Operational Analyst in Manchester
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.
