Taking ownership of cases from first contact to resolution
Handling inbound and outbound customer contact via phone, email, and letters
Explaining next steps, requesting information, and issuing updates using approved templates
Reviewing customer requests and evidence against set criteria, policy, and guidance
Documenting decisions clearly, including rationale, actions taken, and outcomes
Identifying vulnerability indicators and responding with empathy
Escalating appropriately
Working to 'right first time' outcomes
Reducing rework and repeat contact
Managing a busy caseload
Prioritising work to hit deadlines and service levels
Working with team leaders and quality checkers
Acting on feedback quickly
Switching between tasks and projects as client priorities change
Contributing to shared learning
Suggesting fixes that improve customer experience and efficiency
Working to productivity targets while maintaining quality

Experience in a customer-facing environment, e.g. retail, hospitality, insurance, banking, wealth, utilities, government, or health
Comfort with telephony and written customer contact, or a clear aptitude to do this work
Strong verbal and written communication
Ability to assess requests against criteria and interpret policies and guidelines
Empathy and confidence handling sensitive conversations
Good judgement and willingness to escalate early
Strong organisation, attention to detail, and pride in getting things right

Performance review every 6 months with potential salary uplift at 12 months
Ongoing training and development support through one-to-one coaching and access to our award-winning trainers
Health cash plan and cycle to work scheme
Opportunity for conversion into a permanent role at 12-24 months
Clear progression options into senior operational roles, specialist streams (compliance, risk, transformation)

Customer Service Operations Analyst – Elevate Programme for Early Careers Talent

Key skills