NatWest Group Hiring for Customer Service Analyst at Chennai Full Time

Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more.

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

Join us as a Customer Service Analyst

• Take on a new role, where you’ll be building relationships with our people and providing a seamless and positive experience
• You’ll be monitoring contact centres and ensuring collaboration is maintained to minimise abandoned calls
• Join a collaborative and fast-paced environment, where you’ll be able to further develop your analytical and organisational skills

What you’ll do

As a Customer Service Analyst, you’ll be providing outstanding service in every interaction with our people as you complete general HR requests and look to make improvements in our processes. You’ll complete departmental requests and help to produce and present analysis which will assist with operational effectiveness and planning.

Additionally, you’ll be:

• Achieving agreed service levels through managing and monitoring call volumes
• Organising strategies for periods of increase to call forecasts, and proactively working with team leaders to make sure that outbound activity takes place where capacity exists
• Working in partnership with operations teams to plan for call volumes and mitigate absence risks and making sure that training is provided to maximise system capabilities
• Communicating and planning any systems issues or outages
• Take ownership of pre-employment screening, joiners, movers and leavers processes and helping to set up systems access for new starters and any new platforms for existing users

The skills you’ll need

We’ll expect you to have strong analytical skills with an understanding of business processes. You’ll have the ability to use these skills to develop innovative ideas that improve the efficiency and effectiveness of everyday processes.

You’ll also need:

• Strong influencing skills to make sure that issues are understood, actions are undertaken and plans are implemented
• Good organisation and time management skills, with the ability to work to tight deadlines
• Good written and verbal communication skills
• A high level of knowledge of Microsoft Office, specifically Word, Excel, PowerPoint and Outlook