Executive Customer Relations Manager

Executive Customer Relations Manager

As an Executive Customer Relations Manager, you'll investigate complex complaints, taking ownership of the end-to-end process to complete the investigation. You'll need to have excellent written and verbal communication skills, be detail-oriented and work at pace. Any experience working with complaints is desirable. You'll need to work from our London office 2 days per week. The interviews for this position will be two-stage.

If we receive a high volume of relevant applications, we may choose to close the advert earlier than the advertised date. Please ensure you apply as soon as possible if you have the skills needed to become our next Executive Customer Relations Manager.

Purpose of the Role

To provide exceptional customer service while resolving more complex customer needs/requests.

Accountabilities

• Provision of customer service through various communication channels including chat, email, and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and provide a unique, personalised resolution for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank’s products and services, including account balances, transactions, and payments.
• Development and execution of reports and presentations on customer care performance and communication of findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practices to improve customer care efficiency and effectiveness.

Analyst Expectations

• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies/procedures appropriately.
• Take responsibility for embedding new policies/procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulations, and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisation's products, services, and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex/sensitive information.
• Act as a contact point for stakeholders outside of the immediate function, while building a network of contacts outside the team and external to the organisation.

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.