Customer Service & Operational Analyst

Role overview

What you'll do

• Investigate customer queries and understand needs to deliver successful outcomes.
• Liaise with customers and businesses to collect information and resolve queries.
• Respond promptly and tactfully to customer queries within service-level agreements.
• Authorize and investigate transactions in line with key performance indicators.
• Collect required information from customers and businesses.
• Review processes for automation or enhancement to improve the customer and business experience.
• Build customer relationships and maintain an understanding of customer needs.

Skills and requirements

• Strong customer service abilities and customer and industry knowledge.
• Ability to work in a fast-paced environment and good organizational skills to deliver to deadlines.
• Awareness of changes in trends, policies, and regulations.
• Thorough understanding of products, processes, and banking systems.
• Ability to interpret information and provide analysis and solutions for continuous improvement.
• Excellent written and verbal communication skills.
• Experience coaching and giving feedback is an advantage.

Training and working pattern

• Full-time office working is required for the first five weeks during training and accreditation.
• After training, the role is hybrid, with two days per week in the office.

Workplace and location

• The role is based in the United Kingdom and normal working days must be carried out in the UK.
• The hybrid arrangement includes working from home and regularly attending the office or hub.

Pay and benefits

• The posting provides no salary amount or compensation cadence.
• The pay package describes base pay paid monthly and monthly pension funding, but does not state a salary amount.
• Benefits include 25 days of annual leave, the option to purchase up to five additional days, three volunteering days, and three training days.

Eligibility note

• The job does not meet Skilled Worker visa sponsorship requirements.

Manchester hub