Customer Service Specialist

1 month ago


Rotherham, Rotherham, United Kingdom NatWest Group Full time
Customer Service - Senior Telephony Analyst

We are seeking a highly skilled and experienced Customer Service - Senior Telephony Analyst to join our Customer Due Diligence (CDD) team.

About the Role

As a Customer Service - Senior Telephony Analyst, you will be responsible for investigating queries, supporting business processes and procedures, and providing excellent customer service.

  • You will work closely with a supportive and collaborative team to deliver successful outcomes for the business and our customers.
  • You will be responsible for accurately investigating queries, raising with relevant parties, and escalating where needed.
  • You will assist colleagues as a subject matter expert on multiple workstreams.
  • You will participate in initiatives that help improve our customer service, processes, and procedures.
  • You will review processing errors and customer complaints to help identify trends and training needs.
Key Responsibilities

Day-to-day, you will:

  • Investigate queries and provide accurate and timely responses.
  • Support business processes and procedures to ensure efficient and effective delivery.
  • Provide excellent customer service and support to internal and external customers.
  • Assist colleagues with training and coaching to ensure they have the necessary skills and knowledge.
  • Participate in initiatives to improve customer service, processes, and procedures.
Requirements

To be successful in this role, you will need:

  • Knowledge and experience of working within a telephony-based role.
  • Awareness of up-to-date CDD and AML trends, policies, and regulations.
  • Experience of conducting call observations and coaching colleagues.
  • Good written and spoken communication skills.

We offer a competitive salary of £27,541 and a range of benefits, including a generous holiday entitlement and flexible reward programme.

Visit our reward and benefits page for more information on the benefit packages we offer.



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