Expert Customer Care & Complex Issues Analyst

Barclays; Knutsford; On-site; GBP 35,000 - 48,000; Full time

Job summary

Barclays in Knutsford is seeking a Specialist Support Analyst who provides exceptional customer service while resolving more complex customer needs and requests. You will engage with clients across chat, email and phone, demonstrating a strong client focus and keen problem solving.

The role requires collaboration with teams across the bank to align processes, identify improvements, and coach colleagues. You will develop and implement customer care procedures to mitigate risk and ensure

Qualifications

• Strong sense of client focus.
• Excellent communication skills.
• Problem solving skills.
• Ability to work collaboratively.

Responsibilities

• Provide customer service through chat, email and phone.
• Resolve complex customer issues with personalized solutions.
• Collaborate with bank teams to align processes.
• Identify improvements to customer care processes and coach colleagues.
• Develop and implement customer care procedures and controls to mitigate risks.
• Address inquiries about bank products and services (balances, transactions, payments).
• Prepare and present reports on customer care performance.
• Identify industry trends to improve efficiency.

Skills

Client focus

Communication

Problem solving

Client facing

Attention to detail

Adaptability

Team collaboration

Job description

Barclays in Knutsford is seeking a Specialist Support Analyst who provides exceptional customer service while resolving more complex customer needs and requests. You will engage with clients across chat, email and phone, demonstrating a strong client focus and keen problem solving.

The role requires collaboration with teams across the bank to align processes, identify improvements, and coach colleagues. You will develop and implement customer care procedures to mitigate risk and ensure