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Customer Service Expert

2 months ago

Sunderland Enterprise Park, United Kingdom Barclays Bank PLC Full time

About the Role

We are seeking a highly skilled and experienced Customer Service Expert to join our team at Barclays Bank PLC. As a Mortgage Support Specialist, you will play a critical role in providing exceptional customer service while resolving more complex customer needs and requests.

Key Responsibilities

  • Provide customer service through various communication channels, including chat, email, and phone.
  • Execute customer service requirements to resolve more complex, specific customer needs, and give a unique, personalized resolution for each case.
  • Collaborate with teams across the bank to align and integrate customer care processes.
  • Identify areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
  • Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
  • Resolve specific customer inquiries and issues related to the bank's products and services, including account balances, transactions, and payments.
  • Develop and execute reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
  • Identify industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Requirements

  • Experience of working in a customer-obsessed role, preferably from a Business to Business perspective.
  • Excellent written and verbal communication skills.
  • Ability to multitask multiple online chat sessions.
  • Ability to use IT systems and associated applications.
  • Ability to take ownership of complaints and complex issues.

What We Offer

As a Customer Service Expert at Barclays Bank PLC, you will have the opportunity to work in a dynamic and fast-paced environment, where you will be challenged to provide exceptional customer service while resolving complex customer needs. You will be part of a team that is committed to delivering high-quality customer care and will have the opportunity to develop your skills and expertise in a supportive and collaborative environment.