UK Retail Operations is home to over 10,000 employees based across the UK in Retail Customer Service Centres, Cards Service Centres, and Mortgage Operations. We are responsible for servicing all of the Retail Bank’s operational activities in the UK. Our Retail Customer Service Centres provide a range of telephony services to both RBS and NatWest branch customers 24 hours a day, 365 days a year.
More than 5,000 staff working in 13 centres deliver core services over the telephone - such as balance enquiries, payment of bills, transferring funds between accounts and standing orders, as well as more specialised support to business customers and users of online banking services.
Typically, our combined telephony propositions handle on average 450,000-500,000 calls per week - that’s more than 26 million in total during 2008.
As a customer service proposition we strive to deliver excellence in all that we do, and continually look for ways to improve both the processing of customers’ transactions in a more cost efficient way, and the overall service we deliver over the telephone.
ROYAL BANK OF SCOTLAND GROUP - RETAIL OPERATIONS
