Client Service Executive

Join us at Barclays and step into the role of a Client Service Executive. In this role, you will provide first-class customer service by supporting our clients in their day-to-day banking and helping through various communication channels.

Key Requirements

To be successful within the role of a Client Service Executive you should have:

• Customer Service experience, interacting with clients daily and being able to provide support and understanding around any queries they may have.
• Strong Communication skills.
• Proficiency in customer service.
• Strong working knowledge of Microsoft Tools and their usage.

• Ability to constructively challenge and be challenged in the team.
• Being vocal about your findings and opinions and working towards change within the team to better the process for all involved.
• Strong communication skills, with the ability to take on board new information and adapt to that new situation.

You may be assessed on 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 and 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 services, 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 practices to improve customer care efficiency and effectiveness.

Analyst Expectations

• Execute work requirements as identified in processes and procedures, collaborating with and impacting 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 their 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.