Process Advisor

As a Process Advisor at Barclays, you will play a critical role in delivering exceptional support to our colleagues and candidates. You will act as the first point of contact for HR-related inquiries, utilizing your strong customer service background to resolve issues and provide accurate information with empathy and professionalism.

Key Responsibilities

• Customer Query Resolution: Investigate and resolve a wide range of HR inquiries through phone and email, employing strong analytical skills to assess root causes and provide clear, concise solutions.
• Complex Situation Management: Articulate complex HR scenarios effectively to various stakeholders.
• Collaboration and Support: Work closely with HR Operations and other teams to ensure seamless administration of HR processes.
• Quality Control and Compliance: Adhere to operational SLAs while maintaining high-quality standards in service delivery.
• Continuous Improvement: Identify trends in customer inquiries and recommend enhancements to HR processes and systems to improve service delivery and customer satisfaction.

Essential Criteria:

• Background in customer service/customer facing role; ideally experience in managing customer queries via email/telephone/Live chat
• Strong problem-solving abilities
• Experience handling inquiries
• Ability to work independently or as part of a team
• Achieving high standards and delivering results with accuracy and attention to detail
• Effective communication, listening & email writing skills, including questioning skills
• Ability to comprehend given set of instructions and apply the same for day to day transaction processing
• A can-do attitude and enthusiasm
• Thrives in a fast-paced environment and can manage tight SLAs

Other highly valuable skills:

• Familiarity with HR systems (e.g. Workday, ServiceNow)
• Proficient in using Microsoft Excel

You would be working 5 days a week, 2pm - 10pm as you would be supporting colleagues in the US.

You would be required in the office at least 3 days a week.

You may be assessed on the 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

Location: Northampton

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.
• 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.