Customer Service – Operations Officer

NatWest Group

Customer Service & Operations Officer supporting clients with cash transfers between NatWest Group brands. Involved in process improvement and customer service excellence

Posted 6/3/2026full-timeBristol • 🇬🇧 United KingdomMid-LevelSeniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

performance data analysiscontact centre operationsperformance metricsISA cash managementGIA cash managementcomplianceclient record updatingpayment coordination

Soft Skills

customer supportcommunicationcoachingproblem-solvingprocess improvement

Tools & Technologies

Microsoft OfficePowerPointExcelWordAvaloq

Industry Keywords

business processespolicies and procedurestimely transfersdigital requestsnon-digital requests

About the role

Key responsibilities & impact

Providing crucial support to customers and colleagues in our contact centres
Responding to and investigating queries
Providing support on business processes, policies and procedures
Managing the full process of moving ISA and GIA cash between NatWest Group brands and external providers
Ensuring transfers are accurate, timely, and compliant
Managing digital and non‑digital requests
Updating client records in Avaloq
Coordinating payments and communicating with counterparties
Identifying barriers to performance and coordinating improvements
Working closely with operational centres, providing coaching and support

Requirements

What you’ll need

Experience of analysing and using performance data
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

Benefits

Comp & perks

Flexible working arrangements
Hybrid working
Opportunities for professional development