Specialist Support 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

Join us as a Specialist Support Analyst at Barclays, to provide exceptional customer service while resolving more complex customer needs/requests.

To be successful as a Specialist Support Analyst, you should have:

• Strong sense of client focus.
• Excellent communication skills.
• Problem solving skills.

Some Other Highly Valued Skills May Include

• Client facing background.
• Attention to detail.
• Ability to adapt to change.
• Can work collaboratively.

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 Knutsford.

Purpose of the role

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.