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Customer Service – Operations Officer
NatWest GroupCustomer Service & Operations Officer supporting clients with cash transfers between NatWest Group brands. Involved in process improvement and customer service excellence
About the role
Key responsibilities & impact- Providing crucial support to customers and colleagues in our contact centres
- Responding to and investigating queries
- Providing support on business processes, policies and procedures
- Managing the full process of moving ISA and GIA cash between NatWest Group brands and external providers
- Ensuring transfers are accurate, timely, and compliant
- Managing digital and non‑digital requests
- Updating client records in Avaloq
- Coordinating payments and communicating with counterparties
- Identifying barriers to performance and coordinating improvements
- Working closely with operational centres, providing coaching and support
Requirements
What you’ll 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
Benefits
Comp & perks- Flexible working arrangements
- Hybrid working
- Opportunities for professional development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
performance data analysiscontact centre operationsperformance metricsISA cash managementGIA cash managementcomplianceclient record updatingpayment coordination
Soft Skills
customer supportcommunicationcoachingproblem-solvingprocess improvement