Specialist Customer Care – Telephony Business Relationship Manager

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.