Specialist Customer Care

Barclays UK; Birmingham; On-site; GBP 28,000; Full time

Job summary

A leading bank is seeking a Specialist Customer Care professional to enhance operational processes and provide exceptional service in Birmingham. The role involves managing customer inquiries, collaborating with stakeholders, and implementing best practices. Candidates should demonstrate strong communication skills and experience in lending. Working hours are Monday to Saturday, 8am to 8pm.

Qualifications

• Experience in managing stakeholders and multitasking in fast-paced environments.
• Strong analytical skills and attention to detail.
• Excellent communication skills and knowledge of lending processes.

Responsibilities

• Provide exceptional customer service via multiple channels.
• Resolve complex inquiries with personalized solutions.
• Collaborate across teams to improve customer care processes.

Skills

Managing internal and external stakeholders

Multitasking

Attention to detail

Analytical skills

Excellent written and verbal communication

Understanding of risk management

Experience/knowledge in Lending

Job description

As a Specialist Customer Care, you will support the continuous improvement of operational processes and the development of Best Practices within Lending. This involves working with internal and external stakeholders, processing cases, analyzing complex legal documentation and collateral requirements, and using judgment to identify the correct security documentation to issue to solicitors for security taking and release of charges. You will monitor credit sanctions to safeguard the Bank’s position, maintain customer contact histories, record and update relevant details, meet SLAs, and suggest improvements to systems and processes.

The working hours are Monday to Saturday, 8am to 8pm. Salary: £27,500 per annum.

To succeed as a Specialist Customer Care, you should have experience with:

• Managing internal and external stakeholders
• Multitasking and working in a fast-paced environment
• Adapting to process changes
• Attention to detail and analytical skills

Highly valued skills include:

• Excellent written and verbal communication
• Understanding of risk management
• Experience/knowledge in Lending

You may be assessed on skills such as risk and controls, change management, business acumen, strategic thinking, digital skills, and technical expertise.

This role is based in Birmingham (One Snow Hill).

Purpose of the role

To provide exceptional customer service while resolving complex customer needs and requests.

Accountabilities

• Providing customer service via chat, email, and phone
• Resolving complex customer inquiries with personalized solutions
• Collaborating across teams to align customer care processes
• Identifying improvement areas and providing feedback and coaching
• Developing and implementing customer care procedures and controls
• Addressing inquiries related to bank products and services
• Creating reports on customer care performance for senior stakeholders
• Implementing industry best practices to improve efficiency and effectiveness

Analyst Expectations

• Meeting stakeholder and customer needs with expert advice
• Performing activities timely and to high standards
• Leading or supporting team processes and projects
• Supervising and developing team members
• Demonstrating leadership behaviors: Listen, Energize, Align, Develop
• Managing own workload and participating in broader projects
• Ensuring work complies with rules, regulations, and conduct codes
• Building understanding of team contributions and principles
• Making judgments based on experience and practice
• Communicating sensitive information effectively
• Building stakeholder relationships to meet needs

All colleagues are expected to embody the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, and to demonstrate the Barclays Mindset — Empower, Challenge, Drive.