Join us as a Specialist Customer Care – Telephony Business Relationship Manager (Inbound) where you will provide exceptional customer service while resolving complex customer needs/requests.
Qualifications
To be successful as a Specialist Customer Care – Telephony Business Relationship Manager you should have experience with:
* Previous experience in a Customer Service role
* Attention to detail and ability to work in a fast-paced environment
* Adaptable to change
Some other highly valued skills may include:
* Experience in a Telephony based role
* Experience in Financial Services
You may be assessed on the key critical skills relevant for success in the role, such as:
* Risk and controls
* Change and transformation
* Business acumen strategic thinking
* Digital and technology
* Job-specific technical skills
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 complex, specific customer needs, and give a unique, personalized 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 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 practices to improve customer care efficiency and effectiveness
Analyst Expectations
* Meet the needs of stakeholders/customers through specialist advice and support
* Perform prescribed activities in a timely manner and to a high standard
* Responsibility for specific processes within a team
* Lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources
* For individual contributors: manage own workload, take responsibility for the implementation of systems and processes within own work area, and participate in projects broader than the direct team
* Execute work requirements as identified in processes and procedures, collaborating with and impacting closely related teams
* Check work of colleagues within the 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 related to the work you own or contribute to
* Continually build an understanding of how all teams in the area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams
* Develop awareness of the underlying principles and concepts on which the work is based
* Make judgements based on practice and previous experience
* Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances not covered by procedures
* Communicate sensitive or difficult information to customers 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.
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