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.

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

• Customer Service experience, interacting with clients daily and be able to provide support and understanding around any queries they may have.

• Strong Communication.

• Proactive focus towards resolution of queries/Problem Solving.

Some other highly valued skills may include:

• Ability to constructively challenge and be challenged in the team.

• Be vocal about your findings and opinions and work 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 address customer questions, concerns or requests while maintaining customer service expectations.

Accountabilities

• Provision of customer service to customer questions, concerns, and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

Analyst Expectations

• To meet the needs of stakeholders/customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
• Likely to have responsibility for specific processes within a team.
• They may lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources. They supervise a team, allocate work requirements, and coordinate team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• For an individual contributor, they manage their own workload, take responsibility for the implementation of systems and processes within their own work area, and participate in projects broader than the direct team.
• 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.