Purpose of the role

To support the Specialist Customer Care team by providing exceptional customer service while resolving more complex customer needs/requests. 

Accountabilities

Support the provision of customer service through various communication channels including chat, email and phone.Support the execution of customer service requirements to resolve more complex customer needs, requests and enquires.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, by providing 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 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 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

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.