Customer Service - Personal Banker

Barclays Bank Plc; Hartford; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Pension plan

Private medical insurance

Life insurance

Income protection

Job summary

Barclays Bank Plc in the United Kingdom seeks an Analyst to deliver exceptional customer service across chat, email and phone, resolving complex client needs with a personalised approach. You will work with colleagues across the bank to align care processes and identify improvements.

You will help strengthen risk controls while advising on products and services, contributing to performance reporting for senior stakeholders and ensuring customer outcomes meet Barclays’ standards.

Qualifications

• Confidence engaging with customers.
• Clear communication adapting to different customers.
• Risk awareness and following processes for compliance.
• Relationship building to understand wider needs and offer solutions.
• Digital mindset with Barclays digital tools and services.

Responsibilities

• Provide customer service through chat, email and phone to resolve complex needs.
• Collaborate with cross-bank teams to align customer care processes.
• Identify areas for improvement and coach colleagues on highlighted issues.
• Develop and implement customer care procedures and controls to mitigate risks.
• Resolve inquiries related to accounts, balances, transactions and payments.
• Prepare reports and Present findings to senior stakeholders.

Skills

Confidence

Clear Communication

Risk Awareness

Relationship Building

Digital Mindset

Job description

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 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.

We're looking for individuals with empathy, who can build trust with customers and deliver excellent service while helping customers make the most of Barclays' products, services, and digital solutions.

The following skills are particularly important for success in this role:

• Confidence - Comfortable engaging with customers, understanding their needs and providing guidance on services and solutions.
• Clear Communication - Able to explain information clearly and professionally, adapting your approach to suit different customers and situations.
• Risk Awareness - Understand the importance of managing risk, following processes, and maintaining high standards of compliance while delivering excellent customer outcomes.
• Relationship Building - Ability to deepen customer relationships by understanding their wider needs and identifying opportunities to provide additional support and solutions.
• Digital Mindset - Confident using digital tools and technology and able to help customers navigate Barclays' digital banking services.

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.

As part of our Customer Care team, you'll work 5 days per week, including some weekends, and start with a competitive salary of £27,700. On top of that, you'll enjoy our comprehensive core benefits package, which includes a pension plan, private medical insurance, life insurance, and income protection.