Customer Relations Executive

2 days ago

Cardiff, United Kingdom Barclays Full time

**Customer Relations Executive**
**Cardiff**

As a Barclays Customer Relations Executive you will provide exemplary complaint resolution and customer service ensuring a fair and consistent approach is delivered for customers. You will also handle complaints in accordance with Group Standards (and therefore Financial Conduct Authority requirements), ensuring complaints are resolved in a timely fashion and without undue bureaucracy.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity - helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.

**Working Flexibly**

**Hybrid Working**

**What will you be doing?**:

- Taking ownership of complaints and resolving them by telephone, mail and face to face
- Dealing with complex customer situations
- Undertaking a detailed review of protracted and difficult complaints with the aim of resolving as many cases as possible prior to issuing the Bank’s Final Response
- Developing and delivering timely, accurate and effective responses in a timely manner using the appropriate communication medium (written or verbal)
- Identifying wherever possible, ways of resolving complaints to the customer’s complete satisfaction
- Producing exemplary written responses to customers that are grammatically and factually accurate, empathetic and clear
- Keeping customers informed of the progress made in resolving their complaint
- Supporting root cause analysis activity to identify trends and mitigate the reputational and financial risk of complaints through timely and accurate recording of case information

**What we’re looking for**:

- Previous customer complaints experience is essential
- A natural empathiser with the willingness and ability to understand others point of view and to build rapport with customers /clients
- The ability to break down complex issues and assimilate a wide range of information to fully understand cause, impact and solution
- Excellent customer/client service skills as you will be dealing with queries and potential issues smoothly and efficiently

**Skills that will help you in the role**:

- Ability to empathise with and quell customers concerns; often the crux of a complaint lies in resolving difference of opinions
- Confidence to make decisions (often under pressure), exercise judgment and use initiative
- Planning and organisational skills: Ability to work by yourself to resolve individual complaints, and be a participating and supportive team player
- Strong interpersonal and communication skills - both written and verbal

**Where **will you be working?**
Cardiff is the principle finance and business centre for Wales. The capital city of Wales has excellent road links alongside regular services to and from all parts of the United Kingdom from Cardiff Central railway station. Cadarn House is found in a suburb North-East of Cardiff city centre, and is easily reached via the M4 and A48, making it accessible for commuting.

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