Legacy Review Analyst 6-month Secondment/FTC

Barclays; Cardiff; Sur place; GBP 32 000 - 42 000; Plein temps

Résumé du poste

Barclays is seeking a Legacy Review Analyst based in Cardiff to manage high-volume enquiries linked to third-party complaints. You will handle enquiries accurately and efficiently with strong attention to detail, following established procedures in a process-driven environment.

The role focuses on resolving complex customer needs and collaborating across bank teams to align care processes while driving continuous improvement and risk mitigation.

Qualifications

• Experience in a process-driven environment following detailed procedures and standards.
• Ability to manage workloads while maintaining accuracy and productivity targets.
• Proven experience handling high-volume enquiries via multiple channels (chat, email, phone).

Responsabilités

• Provision of customer service through chat, email and phone.
• Resolve complex customer needs with personalised resolutions.
• Collaborate with bank teams to align customer care processes.
• Identify areas for improvement and provide recommendations and coaching.
• Develop and implement customer care procedures to mitigate risk and improve operations.
• Deliver reports and presentations on customer care performance to stakeholders.
• Identify industry trends to implement best practices in customer care.

Connaissances

Excel skills

Attention to detail

Process-driven environment

Workload management

Regulatory awareness

Email-based casework handling

Outils

Microsoft Excel

Description du poste

Join us as a Legacy Review Analyst in a fast-paced role managing a high-volume enquiry process linked to complaints received from third party firms. You will be responsible for handling enquiries accurately and efficiently while ensuring exceptional attention to detail.

To be successful as a Legacy Review Analyst, you should have the following essential skills:

• Good Microsoft Excel skills, with the ability to manage, analyse, and interpret data accurately.
• Excellent attention to detail, with a focus on delivering high-quality and error-free work.
• Proven experience working in a process-driven environment, following detailed procedures and meeting required standards.
• Ability to manage workloads effectively while maintaining accuracy and productivity targets.

Some other highly valued skills may include:

• Experience supporting or delivering remediation programmes within a regulated or operational environment.
• Proven ability to process high volumes of email-based casework accurately and efficiently.
• Understanding of quality assurance practices and data risk controls, with a focus on maintaining compliance and operational integrity.
• Ability to identify potential risks and contribute to continuous process improvements.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role will be based in Cardiff.

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. Focused on building a relationship with our customers that allows us to add value to our customer interactions.

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 perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating 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 develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your workand areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.