Process Support Analyst

Nat West is a major UK retail bank, providing every day banking services to over 19 million customers. The banks expertise and services span retail, commercial and private banking. AMS is a global workforce solutions partner committed to creating inclusive, dynamic, and future-ready workplaces. We help organisations adapt, grow, and thrive in an ever-evolving world by building, shaping, and optimising diverse talent strategies.

We partner with Nat West to deliver their contingent recruitment processes. Acting as an extension of their recruitment teams, we connect them with skilled interim and temporary professionals, fostering workplaces where everyone can contribute and succeed. On behalf of Nat West, we are looking for a Process Support Analyst contracted until the end of June based in Crawley, Manchester or Birmingham.

Purpose of the role The purpose of this role is to support a centralised CDD and client support function operating under a shared mailbox model. The Customer Service & Operations Analyst will manage and investigate client and stakeholder queries, provide operational support, and ensure effective resolution of issues while delivering strong customer outcomes. What you'll do
* Manage and respond to client and stakeholder queries via a centralised mailbox.
* Investigate operational and CDD-related queries, applying judgement and escalating where appropriate.
* Provide support on system, process, and operational questions raised by clients.
* Work collaboratively as part of a central support team rather than owning individual client portfolios.
* Track, manage, and progress queries to resolution within agreed service levels.
* Liaise with internal teams and stakeholders to resolve issues efficiently.
* Identify trends, issues, and opportunities for process improvement within operations. The Skills you'll need
* Experience in a customer service, operations, or client support role within financial services or a regulated environment.
* Strong confidence in client and stakeholder interaction.
* Experience working in a project, remediation, or change environment is highly desirable.
* Ability to investigate issues, manage multiple queries, and apply sound judgement.
* Good Excel and general data handling skills.
* Awareness of CDD, AML, or financial crime concepts is beneficial but not required.
* Strong organisational skills with the ability to work at pace and manage competing priorities. Why Nat West There are plenty of reasons why Nat West is a great place to work in a temporary job; they are becoming a simpler Bank, which is more integrated and technology driven. You'll be helping to build a sustainable bank, committed to helping customers to succeed.

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