Customer Service & Operations Analyst

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 our bank
• We're offering this role at Senior Analyst level

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 key performance indicators
• Providing specialist support by monitoring and sharing management information
• Collecting and analysing the required information from our 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 good customer service abilities, along with customer and industry knowledge. You’ll also work well in a fast-paced environment and have good organisational skills for delivering to deadlines.

Additionally, you’ll demonstrate:
• An awareness of changes in trends, policies and regulations
• An understanding of our industry and its customers
• Knowledge of products, processes and banking systems