Customer Service & Operations Analyst
Role Overview
AMS is recruiting Customer Service & Operations Analysts on behalf of NatWest to support candidates and stakeholders through employment screening.
The role provides a professional and supportive service while managing pre-employment screening cases.
Key Skills for This Role
Full Job Posting
Role overview
AMS is recruiting Customer Service & Operations Analysts on behalf of NatWest to support candidates and stakeholders through employment screening.
The role provides a professional and supportive service while managing pre-employment screening cases.
Responsibilities
- Review screening information and supporting documents for completeness and accuracy.
- Manage screening cases from initiation through completion in line with agreed processes and service standards.
- Communicate with candidates, colleagues, and stakeholders, provide updates, and request further information where needed.
- Provide a supportive customer experience and use effective questioning to gather information and provide fair, accurate solutions.
- Identify and resolve issues, follow bank policies and procedures, and stay informed about process and policy changes.
- Handle queries by telephone and email.
Requirements
- Previous experience in customer service, administration, or case management.
- Ability to manage cases accurately from start to finish while balancing customer experience, process requirements, and deadlines.
- Strong numeracy, literacy, attention to detail, written and verbal communication, problem-solving, and analytical skills.
- Ability to manage multiple priorities, meet deadlines, handle challenging situations professionally and empathetically, and work independently and collaboratively.
Pay and contract
- Pay rate is £15.65 per hour.
- Contract length is five months; start date is Monday 30 November 2026.
Hours and training
- 35 hours per week, Monday to Friday, 9am–5pm.
- Two weeks of classroom-based training followed by on-the-job training.
Work arrangement
- Hybrid working requires two days per week in the office at 1 Spinningfields Square, Manchester.
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