Join Barclays as a Senior Advisor based in Northampton. In this role you will determine, negotiate, and agree upon internal quality procedures, service standards, and specifications to improve performance and quality-driven objectives.
Key Responsibilities
* Provision of customer service through various communication channels including chat, email, and phone.
* Execution of customer service requirements to resolve more complex, specific customer needs, providing a unique, personalized resolution for each case.
* Collaboration with teams across the bank to align and integrate customer care processes.
* Identification of areas for improvement and providing recommendations for change in customer care processes; give feedback and coaching to colleagues.
* Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
* Resolution of specific customer inquiries and issues related to the bank’s products and services, including account balances, transactions, and payments.
* Development and execution of reports and presentations on customer care performance, communicating findings to internal senior stakeholders.
* Identification of industry trends and developments to implement best practice and improve customer care efficiency and effectiveness.
* Meet the needs of stakeholders/customers through specialist advice and support.
* Perform prescribed activities in a timely manner and to a high standard, impacting both the role and surrounding roles.
* Lead and supervise a team, guiding and supporting professional development, allocating work and coordinating resources, if applicable.
* When leading, demonstrate leadership behaviours: Listen, Energise, Align, Develop.
* When an individual contributor, manage own workload, implement systems and processes, participate in broader projects.
* Execute work requirements identified in processes and procedures, collaborating with related teams.
* Check the work of colleagues within the team to meet internal and stakeholder requirements.
* Take ownership for managing risk and strengthening controls in the work you own or contribute to; deliver work in line with relevant rules, regulation, and codes of conduct.
* Communicate sensitive or difficult information to customers in areas related to customer advice or day-to-day administrative requirements.
* Build relationships with stakeholders/customers to identify and address their needs.
Required Skills
* Telephony experience.
* Customer service experience.
* Good communication skills.
Valued Skills
* Banking experience.
* Experience in KYC.
All colleagues will be expected to demonstrate the Barclays values of Respect, Integrity, Service, Excellence, and Stewardship, and the Barclays mindset of Empower, Challenge, and Drive.
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