Be an Expert in Customer Experience

2 months ago

Sunderland, Sunderland, United Kingdom Barclays Full time

About the Role

The purpose of this position is to provide an exceptional experience to our brokers and solicitors across both telephony and webchat, enabling them to achieve their ambitions and meet their clients' mortgage needs while contributing to the Life Moments commercial ambitions.

To be successful in this role, it's essential that you have some of the following skills and experiences:

Key Responsibilities

  • Provide customer service through various communication channels, including chat, email, and phone.
  • 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.
  • Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
  • 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.

Accountabilities

  • Provision of customer service through various communication channels.
  • Development and implementation of customer care procedures and controls.
  • Resolution of specific customer inquiries and issues.
  • Development and execution of reports and presentations on customer care performance.
  • Take ownership for managing risk and strengthening controls.
  • Continually develop awareness of the underlying principles and concepts.

Barclays Values

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive – the operating manual for how we behave.

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