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Customer Operations Representative, Rooster Money

3 months ago

Birmingham, Birmingham, United Kingdom NatWest Group Full time
Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.


This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Customer Operations Representative, Rooster Money

  • Working with a supportive and collaborative team, you'll be helping with remediation related activities and procedures
  • You'll be investigating queries, supporting business processes and procedures, and understanding the needs of our customers and the business
  • This role offers great career development opportunities with relevant training programmes and exposure for you and your work
  • You can join us on part time basis, working 20 hours each week, covering evening shifts of 4.30pm to 9.30pm and every other weekend on rotation
  • This is a remote first role and can be based anywhere in the UK

What you'll do:


As a Customer Operations Representative, you'll be working together to deliver the most successful outcomes for the business and our customers.

You'll respond to customer queries and process, authorise and investigate transactions, while accurately collecting all the information needed to do this on time and to a high standard.


As you continue to develop in your role, you'll also deputise for and support your manager with work allocation, process training and supporting others in your team by sharing your knowledge.


Day-to-day, you'll be:

  • Accurately investigating your queries, raising with relevant parties, and escalating where needed
  • Making sure processing is performed accurately and within an agreed turnaround time
  • Participating in initiatives that help improve our customer service, processes and procedures
  • Reviewing processing errors and customer complaints to help identify trends and training needs

The skills you'll need:


You'll already have knowledge and experience of working with remediation processes and procedures, alongside an awareness of up to date trends, policies and regulations.

You'll also be able to work accurately, to deadlines and with high levels of attention to detail.

We'll also be looking for you to demonstrate:

  • An understanding of the financial services industry and our customers
  • Knowledge of our products, processes and banking systems
  • Good written and spoken communication skills