Join us as a Customer Service & Operations Analyst in BACS Operations

• We'll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You'll be liaising with customers and businesses to accurately collect information in order to solve their queries
• You'll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
• This job does not meet Skilled Worker visa sponsorship requirements
• To take on this role, you'll need to have the flexibility to support the team Monday to Friday during the hours of 8am to 4pm or 9am to 5pm, with the potential for out of hours cover 3pm to 11pm when needed
• You'll work from home some of the time, but you'll also spend at least five days a month working in the office at Gogarburn

What you'll do

As a Customer Service & Operations Analyst, you'll be responding to BACS referrals and queries from customers promptly and tactfully within our SLAs. We're looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.

Your day-to-day will include:

• Authorising and investigating all transactions to our KPIs
• Collecting the required information from the customers and businesses
• Reviewing processes which could be automated or enhanced to improve the customer and business experience

The skills you'll need

In order to excel in this role, you'll have strong customer service abilities along with customer and industry knowledge. You'll work well in a fast-paced environment and have good organisational skills to deliver to deadlines. And, if you have experience of coaching and giving feedback, this would be an advantage.

You'll also demonstrate:

• An awareness of changes in trends, policies and regulations
• A thorough understanding of products, processes and banking systems
• The ability to interpret information and provide analysis and solutions to support continuous improvement
• An understanding of our industry and its customers
• Excellent written and verbal communication skills

Hours
35

Job Posting Closing Date:
15/07/2026

Ways of Working:Hybrid