AMS is the world’s leading provider of Talent Acquisition and Management Services. Our contingent Workforce Solutions (CWS) service partner with NatWest to support contingent recruitment processes. On behalf of NatWest, we are actively seeking multiple Customer Service & Operations Analysts - Remediation Operations (Contractor Roles) based in Manchester with hybrid working.
NatWest is a major UK retail bank, providing every day banking services to over 17 million retail customers. The banks expertise and services span across Business Services, Corporate banking, Wealth Management, Group Functions, Retail and Investment Banking.
Purpose of the Role:
As a Customer Service & Operations Analyst - Remediation Operations, you will be responsible for delivering exceptional customer experiences by handling queries, investigating issues, processing transactions, and supporting remediation activities while ensuring compliance with policies and regulations.

As a Customer Service & Operations Analyst - Remediation Operations, you will be responsible for:
*Responding promptly and professionally to customer queries within agreed SLAs.
*Communicating directly with customers and businesses to collect and analyse information.
*Investigating complex issues, authorising and processing transactions, and completing administration tasks.
*Participating in initiatives to improve customer service, processes, and procedures.
*Reviewing processing errors and customer complaints to identify trends and training needs.
*Maintaining accurate records and ensuring compliance with policies and regulations.
The skills you’ll need:
*Proven experience in customer service roles, ideally within financial services or remediation.
*Knowledge of remediation processes, policies, and industry regulations.
*Excellent verbal and telephony communication skills to manage challenging conversations professionally.
*Strong interpersonal skills to build rapport and maintain customer trust.
*High attention to detail and accuracy under pressure, with good organisational skills.
*Proficiency in using CRM systems and telephony platforms, and ability to manage stakeholder relationships effectively.
Next steps
With an inclusive culture, excellent learning and development, and focus on wellbeing, there are plenty of reasons why NatWest is a great place to work in a temporary job. And you’ll be helping to build a sustainable bank, committed to helping people, families, and businesses to thrive.
We will only accept workers operating via an Umbrella or PAYE engagement model.
If you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and we will contact you with an update in due course.
AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business