Customer Service Operations Analyst

Job details

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Job description

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Join us as a Customer Service & Operations Analyst In this customer centric role, you’ll 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 This is an opportunity to be recognised as a subject matter expert, enhancing your reputation throughout the bank What you'll do As our Customer Service & Operations Analyst, you’ll maintain a clear understanding of the needs of our customers and stakeholders to deliver the most appropriate and fit-for-purpose solutions when dealing with complex issues. You’ll also support the unit leader by allocating work, making sure processes are followed and helping in the development of business continuity plans. Your day-to-day activities will include: Authorising and investigating all transactions to defined KPIs Providing specialist support by monitoring and sharing MI Collecting and analysing the required information from the customers and businesses Reviewing processes which could be enhanced to improve the customer experience The skills you'll need In order to excel in this role, you’ll have strong customer service abilities along with knowledge of our customers and our industry. Ideally, you'll have worked in a role involving direct customer interaction either via email or letter, or have experience in blog or content writing, however these aren't essential. Additionally, you’ll demonstrate: Excellent communication skills and the ability to write in a way that's simple, easy to understand and person to person The ability to understand a problem, articulate it and form a clear response to resolve it Experience of providing excellent customer service The ability to work well in a fast-paced environment Good organisational skills Apply for this job