Customer Service / Personal Banker

Job Description

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. Focused on building a relationship with our customers that allows us to add value to our customer interactions.

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 workand 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.

Join us at Barclays as a Personal Banker and help make a real difference to our customers every day.

Whether your background is in customer service, retail, hospitality, or another role where you’ve supported customers with more complex queries or needs, this is your opportunity to bring your passion for helping people into a role where your empathy, dedication and exceptional customer service can truly shine.

You’ll be the friendly face for our Retail Banking customers in branch or at one of our local hubs, providing expertise, guidance, and support with every interaction.

As part of our Customer Care team, you’ll work 5 days per week, including some weekends, and start with a competitive salary of £27,700. On top of that, you’ll enjoy our comprehensive core benefits package, which includes a pension plan, private medical insurance, life insurance, and income protection.

We’re looking for individuals who can build trust with customers and deliver excellent service while helping customers make the most of Barclays’ products, services, and digital solutions.

The following skills are particularly important for success in this role:

• Confidence - Comfortable engaging with customers, understanding their needs, and providing guidance on products, services, and solutions.
• Strong Communication Skills - Able to explain information clearly, professionally, and confidently, adapting your approach to suit a variety of customers and situations.
• Risk & Compliance Awareness - Understanding the importance of managing risk, following processes, and maintaining high standards of compliance while delivering positive customer outcomes.
• Relationship-Building Skills - Skilled at developing strong customer relationships by identifying broader needs and providing relevant support and solutions.
• Digital Confidence - Comfortable using technology and digital tools, with the ability to support customers in navigating digital banking services.
• Adaptability & Flexibility - Able to thrive in a fast-paced environment and respond effectively to changing customer and business needs.
• Growth Mindset - Eager to learn, develop, and embrace new technologies, processes, and ways of working.
• Proactive Problem Solver - Demonstrates initiative, strong organisational skills, and a customer-focused mindset, taking ownership of customer interactions while continually seeking opportunities to enhance the customer experience.

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, digital and technology, as well as job-specific technical skills.

With full training and the support of our collaborative team, we’ll ensure you have everything you need to succeed and grow with us.

At Barclays, we’re not just offering you a role. We’re offering you a career.

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