Description
We are seeking a Personal Banker to join our Customer Care team at Barclays. As a Personal Banker, you will provide exceptional customer service while resolving complex customer needs and requests. You will focus on building relationships with customers to add value to our interactions.
Responsibilities
- Provide customer service through various communication channels including chat, email, and phone.
- Execute customer service requirements to resolve complex, specific customer needs, and provide unique, personalized resolutions for each case.
- Collaborate with teams across the bank to align and integrate customer care processes.
- Identify areas for improvement to provide recommendations for change in customer care processes and provide 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 specific 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 practices to improve customer care efficiency and effectiveness.
Analyst Expectations
- 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.
- Lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources.
Requirements
- Confidence and comfort engaging with customers, understanding their needs, and providing guidance on services and solutions.
- Clear communication skills, able to explain information clearly and professionally, adapting approach to suit different customers and situations.
- Risk awareness, understanding the importance of managing risk, following processes, and maintaining high standards of compliance while delivering excellent customer outcomes.
- Relationship-building skills, ability to deepen customer relationships by understanding their wider needs and identifying opportunities to provide additional support and solutions.
- Digital mindset, confident using digital tools and technology, and able to help customers navigate Barclays' digital banking services.
Benefits
- Competitive salary of £27,700.
- Comprehensive core benefits package, including pension plan, private medical insurance, life insurance, and income protection.