Customer Service Advisor Part time - NatWest Group

Join us as a Customer Service Advisor at NatWest Boxed

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

This is a part time role, Monday to Friday 10am-2pm.

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 at the first point of contact, 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. This will include handling the first customer interactions for new Boxed clients, supporting with queries relating to our personal savings and lending products.

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 experience of providing frontline customer service in the financial services industry, as well as excellent planning and organisational skills, and good attention to detail. You will use AI tools and automation to support customers efficiently and provide a market leading customer experience. 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

It would beneficial but not essential to have experience of handling lending related queries