Job Description
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.
Join us as an Senior Agent Account Maintenance maintaining our accounts and be responsible for client information, ensuring compliance, and attention to detail while processing payments. In this Account Maintenance administrative role, you will handle payments from internal and external clients, enter payment details into our system, and print cheques, all while managing risk and maintaining high standards. We are looking for detail-oriented colleagues with proven experience in data entry or a branch-based background.
To be successful as an Senior Agent Account Maintenance, you should have:
• Accuracy with strong attention to detail
• Reliability in completing tasks on time and maintaining quality
• Flexibility to adapt to changing priorities and meet tight deadlines
• Willingness to work on site a minimum of 4 days per week
Other highly valued skills may include:
• Strong communication skills
• Data entry experience
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.
We are happy to consider those who can work from our Manchester site.