Specialist Customer Care

Job Description

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. Focused on building a relationship with our customers that allows us to add value to our customer interactions.

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 our team as a Specialist Customer Care Colleague, where you will deliver exceptional service to business customers across a varied mix of calls-supporting them with new lending needs, progressing applications and managing cases through to completion, as well as handling servicing requests for lending they already have. You will help ensure every enquiry is managed smoothly and efficiently, providing a positive experience from initial contact through to resolution.

This role also offers a structured development pathway through the Risk Accreditation Plan, enabling you to build your expertise and work towards achieving lending accreditation of up to £50k.

You will be required to work between the hours of 8am to 8pm Monday to Saturday on a shift rotation basis.

This is a full-time role, and the salary is £27,700 per annum

To be successful as a Specialist Customer Care Colleague you should have the following:

• Previous experience of working in a telephony-based customer service role - demonstrating adaptability and resilience.
• Customer-Centric Approach - ability to understand and respond to business banking customers' needs with professionalism and efficiency.
• Problem-Solving Skills - capable of handling complex queries and providing effective solutions with confidence.
• Thrives in a Fast-Paced Environment - comfortable working under pressure while maintaining accuracy and attention to detail.
• Ownership & Accountability - takes responsibility for tasks, follows through on commitments, and ensures excellent service delivery.

Some other highly valued skills include:

• Experience in Financial Services.

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