Client Service Executive

Join Barclays as a Client Service Executive where you will be part of our dedicated Investment Servicing team. This role is perfect for someone who thrives in a telephony-based environment and enjoys resolving complex client queries. If you have a passion for delivering outstanding service and enjoy problem-solving, we want to hear from you!

As a Client Service Executive, you will be the first point of contact for clients, handling a wide range of client servicing requests over the phone, via email and through written correspondence. You’ll provide support on investment-related queries, investigate account issues and ensure a smooth experience for clients. Your role will combine both telephony-based interactions and offline workflows, providing a dynamic and varied working day.

A typical day involves a balance of handling inbound calls from clients and managing a variety of offline servicing tasks. You may find yourself researching and resolving detailed account issues, responding to corporate actions and coordinating with different teams to bring a client’s request to resolution. The role is fast-paced, highly collaborative and requires excellent problem-solving skills.

To be successful as a Client Service Executive, you should have experience with:

• Excellent verbal and written communication skills.
• Previous experience in a customer service environment.
• Strong time management and organisational skills.
• A proactive and accountable approach to daily workloads.

Some other highly valued skills may include:

• Experience working in a financial services or investment environment (in a hands-on role).
• Prior experience in a telephony-based role.
• Familiarity with corporate actions, client onboarding, or account servicing processes.

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

This role is based in Glasgow.

This role is deemed as a Certified role under the PRA & UK Financial Conduct Authority - Individual Accountabilities Regulations and may require the role holder to hold mandatory regulatory qualifications or the minimum qualifications to meet internal company benchmarks

Purpose of the role

To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels. 

Accountabilities

• Collaboration across multiple digital channels to personalise each interaction with a customer.
• Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
• Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
• Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
• Support teams within the business operations function as needed, including risk management, compliance and collections.
• Comply with all regulatory requirements and internal policies related to customer care.
• To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

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.
• OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to 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, regulation and codes of conduct.
• Maintain and continually build an understanding of how all teams in 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 judgements based on practise 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.