Customer Service - Senior Telephony Analyst, Customer Due Diligence

Manchester, UK

Full-TimeDepends on ExperienceMid-LevelBachelors

Job Description

Welcome to NatWest Group, one of the UK's largest and most trusted banking groups. We are currently seeking a highly skilled and experienced Senior Telephony Analyst to join our Customer Service team, specifically focusing on Customer Due Diligence. As a key member of our team, you will play a crucial role in ensuring our customers receive the best possible service and support. If you have a strong background in telephony analysis and a passion for delivering exceptional customer experiences, then we want to hear from you. Join us and make a difference in the lives of our customers while growing your career with a dynamic and forward-thinking organization.

Conduct telephony analysis to identify areas for improvement in customer service and support.
Utilize data and metrics to identify trends and patterns in customer calls and provide recommendations for improvement.
Collaborate with cross-functional teams to implement changes and improvements to customer service processes.
Act as a subject matter expert on telephony systems and technology, providing support and training to team members as needed.
Monitor and evaluate call center performance, providing regular reports and analysis to management.
Develop and maintain strong relationships with internal stakeholders to ensure alignment and collaboration on customer service initiatives.
Stay informed on industry trends and best practices in telephony analysis and customer service to continuously improve processes and strategies.
Provide guidance and support to junior analysts on the team.
Ensure compliance with all relevant regulations and guidelines related to customer due diligence.
Proactively identify and resolve any issues or roadblocks in the customer service process.
Act as a representative of NatWest Group, promoting our values and commitment to exceptional customer service.

Where is this job?

This job is located at Manchester, UK

Job Qualifications

Extensive Knowledge Of Customer Service Principles And Practices: As A Senior Telephony Analyst For Customer Due Diligence, The First And Foremost Qualification Is Having A Thorough Understanding Of Customer Service Principles And Practices. This Includes The Ability To Provide Exceptional Customer Service, Handle Difficult Situations, And Effectively Communicate With Customers.
Proficiency In Telephony Systems And Technology: The Role Of A Senior Telephony Analyst Requires A Strong Understanding Of Telephony Systems And Technology. This Includes Experience With Call Routing, Ivr Systems, And Call Center Software. The Candidate Should Also Be Able To Troubleshoot Technical Issues And Identify Opportunities For Improvement.
Analytical And Problem-Solving Skills: In Order To Effectively Perform Customer Due Diligence, The Candidate Must Possess Strong Analytical And Problem-Solving Skills. This Includes The Ability To Gather And Analyze Data, Identify Patterns And Trends, And Make Informed Decisions Based On Findings.
Compliance And Regulatory Knowledge: As A Member Of The Financial Industry, Natwest Group Places A High Importance On Compliance And Regulatory Requirements. The Ideal Candidate Should Have A Strong Understanding Of These Regulations, Including Gdpr, Aml, And Kyc, And How They Relate To Customer Due Diligence.
Leadership And Teamwork Abilities: As A Senior Member Of The Team, The Candidate Should Have A Proven Track Record Of Leadership And Teamwork Abilities. This Includes The Ability To Lead And Mentor Team Members, Delegate Tasks, And Collaborate Effectively With Cross-Functional Teams To Achieve Common Goals.

Required Skills

Data Analysis
Time Management
Multitasking
Attention to detail
Conflict Resolution
Active listening
Teamwork
customer satisfaction
Problem-Solving
Telephone Etiquette
Technical Proficiency

Soft Skills

Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Teamwork
Active Listening
Adaptability
Problem-Solving

Compensation

According to JobzMall, the average salary range for a Customer Service - Senior Telephony Analyst, Customer Due Diligence in Manchester, UK is between £25,000 and £35,000 per year. However, this can vary depending on factors such as the company, experience level, and specific job responsibilities.

Additional Information

NatWest Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Required LanguagesEnglish

Job PostedSeptember 26th, 2024

Apply BeforeMay 22nd, 2025

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