Complaints Analyst

Join us as a Complaints Analyst

• If you’re motivated and with a keen eye for detail, this is an opportunity for you to take ownership of your complaints in all areas across NatWest Boxed
• You’ll be liaising with customers to understand their complaint before conducting thorough investigations and responding within timescales
• In return, you’ll gain a valuable insight into our business as you work across departments and handle a variety of NatWest Boxed’s customers’ complaints

What you’ll do

As a Complaints Analyst, you’ll deliver fair outcomes for all of your customers and give careful consideration to cases with distress or financial loss. We’re looking for someone to treat customers with sensitivity and empathy during contact in order to defuse sometimes difficult situations.
You’ll also analyse trends and identify opportunities to improve customer experience, growth and efficiency.

Your day-to-day duties will include:

• Handling complaints in line with internal policies and requirements, making sure that fair outcomes are reached and properly documented
• Acknowledging and responding to all complaints within our SLAs and prioritising your workload to meet deadlines
• Delivering your work in line with our quality standards and within our agreed processes
• Maintaining responsibility for the quality of your own work
• Completing relevant training and staying aware of business updates relevant to your role

The skills you’ll need

To succeed in this role, you’ll be comfortable working in a fast-paced environment, with previous complaint handling experience preferred. Your excellent communication skills and listening abilities will allow you to resolve complaints sensitively and build relationships with your customers.

You’ll also demonstrate:

• Experience of working cases/tasks individually and as part of a team
• Good analytical skills and the ability to understand the customer’s journey and circumstances
• Strong attention to detail
• Strong verbal and written skills