Job Description

Customer Service & Operations Analyst - Lombard CSO

On behalf of NatWest, AMS are seeking Customer Service Representatives (Customer Service & Operations Analyst) to provide an excellent service for our clients. The role will be based in Lombard CSO department in Rotherham, Discovery House, S63 7EF

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 will also play a key part in communicating with customers and suppliers via email and outbound calls.

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

The ability to convey information in a simple and understandable way

An understanding of contact centre operations and performance metrics

Excellent written and verbal communication skills

Excellent attention to detail and data accuracy

IT Competency and Microsoft Office skills, including PowerPoint, Excel and Word

Previous experience within a financial/administration or invoice management is beneficial for the role

What we can offer:

Start date:

Monday 9th February 2026

(Earlier start dates are dependent on pre engagement vetting

Contract length:

6 months temporary contract with possibility of extension

Shift pattern:

Monday - Friday 9am-5pm

Hourly rate:

13.75 per hour

Full time position:

35 hours per week

Weekly pay

Overtime is available dependent on business need

Training will take place in office for first 2-3 weeks

Hybrid working schedule can be implemented after training. There is a requirement to be in office 6 days a month and the allocated day to be in office may change due to office space and desk availability.

If this seems like a role you are interested in, apply now!

Job Types: Full-time, Temporary
Contract length: 6 months

Pay: 13.75 per hour

Expected hours: 35 per week

Benefits:

Casual dress
Work Location: In person