Client Support Specialist

Join us as a Client Support Specialist at Barclays, where you will be delivering exceptional customer service whilst resolving complex customer needs and requests.

Required Skills

• Excellent Customer Service skills.
• Good communication skills.
• Problem Solving skills.

Some other highly valued skills may include:

• Previous knowledge/experience within a telephony background.
• Ability to adapt to change.
• Manage multiple customer inquiries, tasks, and priorities.

You may be assessed on the key critical skills relevant for success in the role, such as risk and controls, change and transformation, business acumen, strategic thinking, and digital and technology, as well as job-specific technical skills.

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 give 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 service, including account balances, transactions, and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within the team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• 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 all teams in the area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
• 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.
• Make judgments based on practice and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day-to-day administrative requirements.
• Build relationships with stakeholders/customers to identify and address their needs.

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.