Customer Service & Operations Productivity Analyst

Manchester, United Kingdom
Permanent - Full Time
NatWest Group
Job category
Customer Service & Operations - Customer
Closing date for applications: 02/02/2022

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 Service & Operations Productivity Analyst

  • Take on a new role where you’ll be driving a customer focused culture, helping us to provide excellent service and continue to enhance our customer experience
  • We’ll look to you to create robust resource plans which take account of scheduling, recruitment and demand planning
  • You’ll be working closely with line managers and colleagues in finance, change and resourcing, allowing you to broaden your network and hone your relationship and stakeholder management skills
  • Depending on your experience you'll be rewarded with a salary of £30,940 - £36,400
  • You'll benefit from a hybrid working environment too, with an expectation to work with your colleagues in our offices at least two days per month

What you'll do

We want to be number one for customer service, and you’ll be helping us to achieve this by providing specialist support to facilitate productivity and service improvements. You’ll be maintaining a broad understanding of key business objectives and changes, in order to understand their impact on resourcing and scheduling.

As part of your role, you’ll be identifying opportunities and making recommendations to improve productivity and enhance existing technology. You’ll have to opportunity to use your knowledge of existing technology capability to optimise performance and customer experience.

Day-to-day, you’ll be:

  • Scheduling and planning for a large scale operation and delivering strategies for the business
  • Undertaking ongoing robust analysis of workloads to determine anticipated demands and support the building of effective resource plans
  • Utilising existing tools and supporting the development of new tools and models to allocate work efficiently and effectively, ensuring regular reviews to identify any strategic changes which may be required
  • Coaching line managers with best practice on how to optimise their resources
  • Building a broad stakeholder network across the operation and other support functions

The skills you’ll need

You’ll bring a robust analytical approach and great problem solving skills to this role. You’ll know how to analyse and understand issues to assess the impact of solutions, drawing on your presentation and communication skills to successfully land recommendations to a diverse network of stakeholders.

Experience in resource modelling and data analysis would be useful, along with working knowledge of impact assessments.

Experience in resource modelling and data analysis would be useful, along with working knowledge of impact assessments.

You’ll also need:

  • The ability to analyse and understand business issues and the impact of proposed solutions
  • Great organisational and collaboration skills
  • The ability to manipulate, interpret and present data
  • A broad understanding of HR, resourcing and cost management principles and culture
  • Knowledge of forecasting and scheduling tools, systems or techniques

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.