Join us as a Customer Service Advisor at NatWest Boxed
This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
You’ll be actively participating in initiatives to improve customer service, processes and procedures
You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
What you'll do
In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries at the first point of contact, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency. This will include handling the first customer interactions for new Boxed clients, supporting with queries relating to our personal savings and lending products.
You’ll also be:
Identifying barriers to performance and coordinating improvements to enhance our efficiency
Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
Keeping accurate records of day to day operations, logging incidents and identifying trends
Reviewing manual or ineffective processes which could be automated or enhanced
Maintaining a focus on improving our customer service and experiences
The skills you'll need
To be successful in this role, you’ll need to have experience of providing frontline customer service in the financial services industry, as well as excellent planning and organisational skills, and good attention to detail. You will use AI tools and automation to support customers efficiently and provide a market leading customer experience. You’ll perform well under pressure and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.
You’ll also need:
Experience of analysing and using performance data
The ability to convey information in a simple and understandable way
An understanding of contact centre operations and performance metrics
Microsoft Office skills, including PowerPoint, Excel and Word
It would beneficial but not essential to have experience of handling lending related queries
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