Customer Service & Operations Analyst | Pride Pathways (LGBTQ Talent Programme) 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 be handling customer queries and complaints 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’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 valuable 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 Fresher's, 2024 or 2025 pass outs graduates in B.com, BA, BBA, Bsc Non-IT, Mass Comm, Journalism The ability to convey information in a simple and understandable way An understanding of contact centre operations and performance metrics Microsoft Office skills, including PowerPoint, Excel and Word "This opportunity is part of the Pride Pathways career development programme, an initiative designed to encourage talent from the LGBTQ community (Lesbian, Gay, Bisexual, Transgender, Queer, and other sexual orientations and gender identities). The programme aims to foster inclusion and create equitable career opportunities within the organisation.

As an inclusive &

equal opportunity employer, we are committed to building a workplace where everyone can thrive Hours 45 Job Posting Closing Date: 14/09/2026

📌 Customer Service and Operations Analyst (Gurugram)
🏢 NatWest Group
📍 Gurugram