Local Banking Community Specialist

Local Banking Community Specialist

As a Local Banking Community Specialist, you will be at the forefront of the relationship between Barclays and your local community. This is a new role within Barclays, working with a network of colleagues across the UK, to ensure we manage the needs of our customers whilst driving community focus. In your role, you’ll have a good grasp of what the local community needs and drive ideas of growth and development. You’ll also have the opportunity to build relationships with members of the public and important local figures.

Purpose of the Role

To support the Specialist Customer Care team by providing exceptional customer service while resolving more complex customer needs and requests.

Accountabilities

• Support the provision of customer service through various communication channels including chat, email, and phone.
• Support the execution of customer service requirements to resolve more complex customer needs, requests, and inquiries.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement and provide recommendations for change in customer care processes by providing feedback and coaching for colleagues on these highlighted areas.
• Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolve 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.
• Identify industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

• Impact the work of related teams within the area.
• Partner with other functions and business areas.
• Take responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies/procedure 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’s sub-function.
• Make evaluative judgments 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.