Join us as a Customer Service Analyst
- Take on a new role, where you’ll be building relationships with our people, providing a seamless and positive experience
- You’ll be acting as the first point of contact for colleagues, answering their enquiries and identifying opportunities to help them with simple HR services
- Join a collaborative and fast-paced environment, where you’ll be able to further develop your customer service skills
- We're offering this role for a period of 12 months
What you'll do
As a Customer Service Analyst, you’ll be providing outstanding service in every interaction with employees of the bank as you complete general HR requests. Through a variety of channels, you’ll be handling HR queries raised by employees and line managers across all areas of the bank, including enquiries on payroll, tax, benefits, resourcing, learning, pensions, employee policy and self-service support.
During the course of your work, you’ll establish and maintain excellent working relationships with a variety of stakeholders and HR People Services colleagues to guarantee a seamless customer service delivery across all HR Services.
You’ll also be:
- Using effective questioning techniques to gather information to present accurate and fair solutions, in-line with the bank’s policy and processes
- Following the correct processes to ensure each payroll run is seamless and our people get paid correctly and on time
- Identifying incidents, such as pay issues, and use appropriate governance to raise and resolve
- Supporting the promotion of and helping to improve our HR chatbot Archie as a customer channel
- Maintaining an awareness of communications in changes in policy, process and bank-wide campaigns to provide the best advice
- Managing your personal workload and adapting to the HR team requirements
- Use HR systems to accurately record and maintain customer records
The skills you'll need
We’re looking for someone with strong working knowledge of HR policy and procedures, coupled with a background in delivering excellent customer service and the ability to tailor your communication skills to liaise with a variety of customers. You’ll work well in a fast-paced environment, and you’ll be able to work off your own initiative and as part of a team.
It would also be an advantage if you are CIPD qualified, although this isn't essential.
You’ll also need:
- High standards of numeracy and literacy with good attention to detail
- The ability to manage and defuse conflict in difficult situations
- Good numeracy skills and the ability to understand and problem solve pay benefits queries independently
- Strong interpersonal skills in order to resolve issues that requires a level of empathy
- Good problem solving and analytical skills