Purpose of the role
To address customer questions, concerns or requests while maintaining customer service expectations.
Accountabilities
- Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
- Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
- Management and maintenance of customer records and documentation to ensure accuracy.
- Participation in training and development initiatives to improve customer skills, knowledge, and services.
- Identification of industry trends and developments related to customer service to implement best practice in customer care.
- Execution of escalation requests to the relevant team or senior management as required in a timely manner.
- Execution of customer service activities through various communication channels including chat, email, and phone.
Analyst Expectations
- To meet the needs of stakeholders/ customers through operational excellence and customer service
- Perform prescribed activities in a timely manner and to a high standard
- No people leadership roles at this grade.
- Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of team members.
- Identify escalation of policy breaches as required.
- Take responsibility for customer service and operational execution tasks.
- 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.
- Gain and maintain an understanding of own role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function.
- Work within well-defined procedures that may involve a variety of work routines.
- Demonstrate an understanding of the procedures.
- Evaluate and select the appropriate alternatives from defined options.
- Make judgements based on the analysis of factual information.
- Build relationships with stakeholders and customers to identify and address their needs, in support of a smooth operating process, handling sensitive issues as required.
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.
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Skills Required
- Provision of customer service for account, product, and service inquiries via chat, email, and phone
- Management and maintenance of accurate customer records and documentation
- Identify and escalate policy breaches and execute escalation requests to relevant teams or senior management
- Execute work according to defined processes and procedures and demonstrate understanding of those procedures
- Take ownership for managing risk and strengthening controls in areas of responsibility
- Collaborate with teams across the bank and build relationships with stakeholders and customers
- Participate in training and development initiatives to maintain and improve skills and knowledge
What We Do
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group. With over 325 years of history and expertise in banking, Barclays operates in over 40 countries and employs approximately 83,500 people. Barclays moves, lends, invests and protects money for customers and clients worldwide.
