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Customer Service & Operations Analyst
AI in this role
Provide support to customers and contact centres while analysing operational performance data and improving business processes.
Join us as a Customer Service & Operations Analyst
- This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
- You’ll be actively participating in initiatives to improve customer service, processes and procedures
- You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
What you'll do
In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.
You’ll also be:
- Identifying barriers to performance and coordinating improvements to enhance our efficiency
- Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
- Keeping accurate records of day to day operations, logging incidents and identifying trends
- Reviewing manual or ineffective processes which could be automated or enhanced
- Maintaining a focus on improving our customer service and experiences
The skills you'll need
To be successful in this role, you’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.
You’ll also need:
- Experience of analysing and using performance data
- Fresher's, 2025 or 2026 pass outs graduates in B.com, BA, BBA, Bsc Non-IT, Mass Comm, Journalism
- 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
Hours
45Job Posting Closing Date:
27/10/2026How we rate this
Customer Service & Operations Analyst at NatWest Group rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where data analysis was part of your work. What did you do?
- Tell me about a project where customer service was part of your work. What did you do?
- Tell me about a project where process improvement was part of your work. What did you do?
- Tell me about a project where operations was part of your work. What did you do?
- Walk me through how you've used PowerPoint in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: Data Analysis, Customer Service, Process Improvement, Operations, and PowerPoint. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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