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Embark on a transformative journey as Specialist Customer Care at Barclays, where you will play a pivotal role to manage operations within a business area and maintain processes with risk management initiatives. You will take ownership of your work and provide first-class support to our clients with expertise and care. Purpose of the role: To provide exceptional customer service while resolving more complex customer needs/requests.
Job Responsibility:
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
Requirements:
Excellent communication skills
Problem solving mindset
Strong commitment to resolving complaints in a professional and timely manner
Proven experience in Customer service role in voice or back office process
Conflict resolution skills and the ability to handle difficult or emotional conversations
Experience in analyzing workflows, optimizing procedures and delivering high quality service
Key essential skills such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills
What we offer:
Modern workspaces, collaborative areas, and state-of-the-art meeting rooms
Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations