Job Description
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. They supervise a team, allocate work requirements and coordinate 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. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
- 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. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
- 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.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
Join us a Specialist Customer Care Advisor where you will provide exceptional customer service to our Business Banking customers while resolving complex cases and offering tailored solutions to ensure the needs of the customer is met.
These are quick moving inbound and outbound telephony roles ; you may also be required to manage and prioritise case work whilst engaging with customers to ensure the best outcomes are reached.
The role will require you to work between the hours of 8am to 8pm, Monday to Saturday on a shift rotation basis. The salary for this role is £27,700 per annum.
To be successful as a Specialist Customer Care Advisor, you should have experience with
- Previous experience of working in a telephony-based customer service role - demonstrating adaptability and resilience.
- Customer-Centric Approach - ability to understand the needs of our business banking customers' and offer personalised solutions.
- Demonstrate computer literacy with the ability to navigate digital tools efficiently.
- Exceptional time and diary management skills, paired with sharp attention to detail and a consistently punctual, professional approach.
Some other highly valued skills may include
- Experience in Financial Services including previous Banking roles and KYC experience
- Experience of working within a fast-paced environment and being able to work under pressure while maintaining accuracy and attention to detail.
- Experience of managing and resolving customer disputes.
You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.
This role will be based in Glasgow.