Customer Care Specialist

#R-00195143
Location
Edinburgh, United Kingdom
Contract
Fixed Term Contract - Full Time
Brand
NatWest Group
Job category
Customer Service & Operations - Customer
Posted
24/11/2022
Closing date for applications: 08/12/2022

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 the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Customer Care Specialist

  • We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
  • You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries
  • You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis

What you'll do

As a Customer Care Specialist, you’ll be responding to queries from customers promptly and tactfully within our SLAs. We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.

Your day-to-day will include:

  • Collecting the required information from the customers and businesses
  • Reviewing processes which could be automated or enhanced to improve the customer and business experience
  • Proactively contact customers to support them with their banking needs
  • Respond to incoming calls from customers, responding to queries to support customers to bank confidently

The skills you'll need

In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge. You’ll work well in a fast-paced environment and have good organisational skills to deliver to deadlines. And, if you have experience of coaching and giving feedback, this would be an advantage.

You’ll also demonstrate:

  • A thorough understanding of products, processes and banking systems
  • The ability to interpret information and provide analysis and solutions to support continuous improvement
  • An understanding of our industry and its customers
  • Excellent written and verbal communication skills

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.