Customer Service Specialist

3 weeks ago


Glasgow, Glasgow City, United Kingdom Barclays Bank UK PLC Full time
Role Overview

The Barclays Specialist Customer Care team is dedicated to addressing the more intricate and specialized requirements of our clients, providing assistance during critical life events such as financial hardship, fraud, or loss of a loved one. Your role will involve guiding customers through these challenging situations with empathy and understanding.

Key Responsibilities
  • Engage with customers across various digital platforms to tailor each interaction to their specific needs.
  • Enhance the bank's digital services by identifying areas where current technology may fall short.
  • Deliver outstanding customer service by promptly addressing inquiries, resolving issues, and efficiently managing client requests.
  • Collaborate with internal teams, including sales, operations, and risk management, to fulfill client expectations and ensure timely transaction execution.
  • Assist in various business operations functions, including risk management, compliance, and collections, as required.
  • Adhere to all regulatory standards and internal policies related to customer service.
  • Provide effective resolutions for customer inquiries through multiple communication channels.
Expectations for Analysts
  • Fulfill work requirements as outlined in established processes, collaborating with closely related teams.
  • Review colleagues' work to ensure compliance with internal and stakeholder standards.
  • Offer specialized advice and support relevant to your area of expertise.
  • Take responsibility for managing risks and reinforcing controls in your areas of responsibility.
  • Maintain a comprehensive understanding of how various teams contribute to the overall objectives of the sub-function.
  • Continuously develop knowledge of the principles and concepts relevant to your responsibilities, enhancing your operational expertise.
  • Make informed decisions based on past experiences and established practices.
  • Evaluate the relevance of previous experiences and consider options in situations not covered by standard procedures.
  • Communicate sensitive information to customers regarding advice or administrative matters.
  • Build strong relationships with stakeholders and customers to identify and meet their needs.
All colleagues are expected to embody the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, which guide our ethical decision-making. Additionally, they should demonstrate the Barclays Mindset by Empowering, Challenging, and Driving our operational practices.

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