Hubs, offering expertise, guidance and support with every interaction. As part of our Customer Care team, you'll work 5 days per week, including some weekends, and start with a competitive salary of £27,500. On top of that, you'll enjoy our comprehensive core benefits package, which includes a pension plan, private medical insurance, life insurance, and income protection.
With full training and the support of our collaborative team, we'll ensure you have everything you need to succeed and grow with us. At Barclays, we're not just offering you a role-we're offering you a career.
Purpose of the role
To provide exceptional customer service while resolving more complex customer needs/requests.
Accountabilities
* 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.
Analyst Expectations
* To meet the needs of stakeholders/ customers through specialist advice and support
* Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
* Likely to have responsibility for specific processes within a team
* They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
* If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard.
* OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
* Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
* Check work of colleagues within team to meet internal and stakeholder requirements.
* Provide specialist advice and support pertaining to own work area.
* Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
* Maintain and continually build 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.
* Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
* Make judgements based on practise and previous experience.
* Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
* Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
* Build relationships with stakeholders/ customers to identify and address their needs.
Put yourself at the heart of the Barclays. A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, we're putting our whole business behind our Customer facing teams.
As the face of our brand, especially in an increasingly digital world, you'll play a vital role in our customers' financial lives. Here, your voice is heard, and you'll have the support and opportunities to thrive.
Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process.
We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
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