Customer Service & Operational Analyst

Role overview

Work arrangement

• The role is hybrid: employees work at home and regularly attend an office or hub.
• Full-time office attendance is required for the first five weeks of training and accreditation; afterward, the role requires two office days per week.
• Normal working days must be carried out in the United Kingdom.

Responsibilities

• Respond to customer queries promptly and tactfully within service-level agreements.
• Investigate and authorise transactions in line with key performance indicators.
• Collect information from customers and businesses to resolve queries.
• Review processes for automation or enhancement to improve customer and business experience.

Skills and experience

• Strong customer service abilities, customer and industry knowledge, and interpersonal skills.
• Work effectively in a fast-paced environment and use good organisational skills to meet deadlines.
• Be aware of changes in trends, policies and regulations, and understand products, processes and banking systems.
• Interpret information and provide analysis and solutions to support continuous improvement.
• Demonstrate excellent written and verbal communication skills.
• Experience coaching and giving feedback is an advantage.

Pay and benefits

• The pay package describes base pay paid monthly and monthly pension funding of 10%.
• Annual leave is 25 days, with the option to purchase up to five additional days; the package also includes three volunteering days and three training days.

Additional information