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Specialist Customer Care – Telephony Business Relationship Manager (Inbound)

Glasgow, United Kingdom; Greater Manchester, United Kingdom

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Date live: 12/04/2024

Business Area: Growth and Specialist Propositions

Area of Expertise: Banking Operations

Contract: Permanent

Reference Code: JR-0000027103

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Barclays Banking Operations

Put yourself at the heart of the Barclays. A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, we’re putting our whole business behind our Customer facing teams. As the face of our brand, especially in an increasingly digital world, you'll play a vital role in our customers' financial lives. Here, your voice is heard, and you’ll have the support and opportunities to thrive.

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Additional Job Description

Join us as a Specialist Customer Care – Telephony Business Relationship Manager (Inbound) where you will provide exceptional customer service while resolving complex customer needs/requests. You will be required to work between the hours of 8am to 8pm Monday to Saturday on a shift rotation basis.

To be successful as a Specialist Customer Care – Telephony Business Relationship Manager you should have experience with:

  • Previous experience in a Customer Service role.

  • Attention to detail and ability to work in a fast-paced environment.

  • Adaptable to change.

Some other highly valued skills may include:

  • Experience in a Telephony based role.

  • Experience in Financial Services.

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.

This role can be based in Glasgow or Manchester.

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. 

Accountabilities

  • Provision of customer service through various communication channels including chat, email and phone.
  • Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution   for each case.
  • Collaboration with teams across the bank to align and integrate customer care processes.
  • Identification of areas for improvement to provide recommendations for change in customer care processes and provide 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 specific customer inquiries and issues related to the bank’s products and service, 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 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.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.

To find out more about Barclays' strategy please click here.

Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

This is Barclays Glasgow

Barclays Glasgow is the engine of the Corporate and Investment Bank, and Shared Technology, delivering vital services to clients across the world. With c.5,500 talented people in a whole range of roles, the work we do touches millions of lives every day.

Our campus is a safe environment for neuro-diverse colleagues or anyone who, from time to time, may need calm, controlled spaces.

We work hard to make our Glasgow campus a centre of citizenship, community integration and social impact. We make a real difference.

Our campus features excellent facilities such as our Fitness Suite, fitness classes, an on-site GP, a bicycle store and so much more.

Connect with your colleaguesJoin one of many clubs and societies like our working parents club, or catch up with your colleagues at our rooftop bar, The Beacon.

This is Barclays Glasgow

Barclays Glasgow is the engine of the Corporate and Investment Bank, and Shared Technology, delivering vital services to clients across the world. With c.5,500 talented people in a whole range of roles, the work we do touches millions of lives every day.

Designed for diversity

Our campus is a safe environment for neuro-diverse colleagues or anyone who, from time to time, may need calm, controlled spaces.

At the heart of the community

We work hard to make our Glasgow campus a centre of citizenship, community integration and social impact. We make a real difference.

Focus on health and wellbeing

Our campus features excellent facilities such as our Fitness Suite, fitness classes, an on-site GP, a bicycle store and so much more.

Connect with your colleagues

Connect with your colleaguesJoin one of many clubs and societies like our working parents club, or catch up with your colleagues at our rooftop bar, The Beacon.

Be you. Be valued. Belong.

We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success. Our colleague networks offer connection, support, and growth, while our "This is Me" series shares the unique stories of our colleagues. Committed to diversity, equity, and inclusion, Barclays values you for who you are and ensures you truly belong.

You can learn more about our commitment to our colleague on our DE&I page.  

Learn more

Application Process

Your application

We’ll ask for information about you, your CV and cover letter.

1

Your assessment

Covering your behaviours and ability at work.

2

Your interview

Exploring your past experiences and skills.

3

Next step

We’ll request additional information so that you can complete our screening process

4
How to ApplyRead our FAQ's
Barclays

Working flexibly

We’re committed to providing an inclusive culture and environment, that recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees globally to work flexibly empowers each of us to work in a way that suits our lives, as well as enabling us to better service our customers’ and clients’ needs.

Our approach to working flexibly is designed to support you to balance your life and to accommodate diverse needs, whilst still allowing us to meet our business needs. If you’d like to request a flexible working arrangement, please discuss this with your hiring manager.

Hybrid working: Our approach to hybrid working ensures there’s the right balance of working alongside colleagues at our onsite locations, as required for each role. For business areas that offer a hybrid working experience, this will be in a structured way, where colleagues work at an onsite location on fixed, ‘anchor’, days of the week. Some roles may require full onsite working. Please discuss the working pattern requirements for the role you are applying for with the hiring manager.

We continue to embed and review our hybrid working environment and remain in a phase of testing and learning. This means that working arrangements could change, with reasonable notice, to align with the needs of our business.

Barclays is built on an international scale.

Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience.
And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we’ll encourage you to embrace mobility, exploring every part of our operations as you build your career.

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