Overview
Purpose of the role: To provide exceptional customer service while resolving more complex customer needs/requests.
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, and give a unique, personalised resolution for each case.
* Collaboration with teams across the bank to align and integrate customer care processes.
* Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
* 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 service, including account balances, transactions and payments.
* Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
* Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
* Managing post-application queries on application progress and providing post-completion support, including payment adjustments, direct debit updates and mortgage redemption enquiries.
* Consulting with stakeholders/customers to identify and address their needs and communicate sensitive or difficult information as required.
* Maintaining and continually building an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
* Continuously developing awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
* Providing specialist advice and support pertaining to own work area.
* Assessing the validity and applicability of previous or similar experiences and evaluating options under circumstances not covered by procedures.
Leadership Behaviours (if applicable)
* L - Listen and be authentic
* E - Energise and inspire
* A - Align across the enterprise
* D - Develop others
Qualifications & Experience
* Great resilience and a clear understanding of Barclays' values and company principles.
* Excellent communication skills, with the ability to engage and support customers effectively.
* Experience working in a regulated business environment.
* CeMAP qualification (or progress toward it).
* Previous customer service experience.
* Additional highly valued skills may include: experience in a regulated business environment, CeMAP qualification or progress toward it, previous customer service experience.
Working Hours
This role operates on a shift pattern covering the hours from 8:00 am – 8:00 pm Monday‑Friday and 9:00 am – 5:00 pm on Saturdays.
Location
This role is based in Sunderland.
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