Customer Service Specialist

4 weeks ago


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

The Barclays Specialist Customer Care team addresses the intricate and specialized needs of our clientele, providing support during critical life challenges such as financial hardship, fraud incidents, or bereavement. Your role will involve assisting customers through these significant events, tailoring your approach based on their unique circumstances.

Our Commitment

We strive to offer straightforward and equitable solutions for our customers, utilizing advanced digital tools, educational resources, and expert guidance. Our aim is to enhance our customers' financial stability and outlook during their most challenging times. We seek individuals who will treat our customers with the utmost empathy and care, as if they were family.

Key Responsibilities
  • Engage with customers across various digital platforms to customize each interaction.
  • Identify opportunities to enhance the bank's digital services when current technologies fall short.
  • Deliver outstanding customer service by addressing inquiries, resolving issues, and efficiently managing client requests.
  • Collaborate with internal teams, including sales, operations, and risk management, to fulfill client needs and ensure timely transaction execution.
  • Assist business operations teams, 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 diverse communication channels.
Expectations for Analysts
  • Execute tasks 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 within your area of expertise.
  • Take responsibility for managing risks and enhancing controls in your work area.
  • Maintain a comprehensive understanding of how all teams contribute to the broader objectives of the organization.
  • Continuously develop knowledge of the principles and concepts relevant to your responsibilities.
  • Make informed decisions based on experience and established practices.
  • Evaluate the relevance of past experiences to current situations and consider options not explicitly covered by procedures.
  • Communicate sensitive information to customers regarding advice or administrative matters.
  • Build strong relationships with stakeholders and customers to understand and address their needs.
All employees are expected to embody the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, guiding our ethical decisions. Additionally, they should demonstrate the Barclays Mindset of Empowerment, Challenge, and Drive, which outlines our behavioral expectations.

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