Specialist Customer Care Support

Step into a role of Specialist Customer Care Support at Barclays, where you’ll take responsibility for client service and operational execution task. You must take responsibility for controlling risk and enhancing controls in connection to your job and areas of responsibility in accordance with rules and regulations. You must follow well defined procedures that may require a range of job routines and make judgement based on practice and previous experience.

To thrive in this role, you will need some previous experience in:

• Process transactions in accordance to approved process and procedures, international regulations and within pre-agreed service levels and with speed and accuracy

• Adhere to quality control discipline, procedures and checks at all times

• Day to day query resolution, with upward escalation of more complex queries to the management team

• Report issues and concerns as soon as possible to seniors/ team leaders/ managers etc in time and with complete information, in which effort is made to prevent or limit possible damage

• Assist team manager in administration of the section, including organizing workflow, queue management & query resolution

• Responsible for driving own performance management, collating relevant documentation, preparing for and arranging self-performance reviews

• Should have excellent communication skill both written and verbal.

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

This role is based in Chennai.

Purpose of the role

To support the Specialist Customer Care team by providing exceptional customer service while resolving more complex customer needs/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 enquires.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement and providing recommendations for change in customer care processes, by providing 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 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 practice to improve customer care efficiency and effectiveness .

Analyst Expectations

• To meet the needs of stakeholders/ customers through operational excellence and customer service
• Perform prescribed activities in a timely manner and to a high standard
• No people leadership roles at this grade.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of team members.
• Identify escalation of policy breaches as required.
• Take responsibility for customer service and operational execution tasks.
• 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, regulation and codes of conduct.
• Gain and maintain an understanding of own role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function.
• Work within well-defined procedures that may involve a variety of work routines.
• Demonstrate an understanding of the procedures.
• Evaluate and select the appropriate alternatives from defined options.
• Make judgements based on the analysis of factual information.
• Build relationships with stakeholders and customers to identify and address their needs, in support of a smooth operating process, handling sensitive issues as required.

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.