Legacy Review Specialist - Data & Process Excellence

Barclays; Cardiff; On-site; GBP 32,000 - 42,000; Full time

Job summary

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).

Responsibilities

• 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.

Skills

Excel skills

Attention to detail

Process-driven environment

Workload management

Regulatory awareness

Email-based casework handling

Tools

Microsoft Excel

Job description

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.