Jobs at Barclays – Customer Relations Executive

Job Description:

As a Barclays Customer Relations Executive you will provide exemplary complaint resolution and customer service ensuring a fair and consistent approach is delivered for customers. You will also handle complaints in accordance with Group Standards (and therefore Financial Conduct Authority requirements), ensuring complaints are resolved in a timely fashion and without undue bureaucracy.

Job Responsibilities:

• Developing and delivering timely, accurate and effective responses in a timely manner using the appropriate communication medium (written or verbal)
• Keeping customers informed of the progress made in resolving their complaint
• Dealing with complex customer situations
• Taking ownership of complaints and resolving them by telephone, mail and face to face
• Undertaking a detailed review of protracted and difficult complaints with the aim of resolving as many cases as possible prior to issuing the Bank’s Final Response
• Identifying wherever possible, ways of resolving complaints to the customer’s complete satisfaction
• Producing exemplary written responses to customers that are grammatically and factually accurate, empathetic and clear
• Supporting root cause analysis activity to identify trends and mitigate the reputational and financial risk of complaints through timely and accurate recording of case information

Job Requirements:

• Ability to empathise with and quell customers concerns; often the crux of a complaint lies in resolving difference of opinions
• Ability to break down complex issues and assimilate a wide range of information to fully understand cause, impact and solution
• Previous customer complaints experience is essential
• Excellent customer/client service skills as you will be dealing with queries and potential issues smoothly and efficiently
• Natural empathiser with the willingness and ability to understand others point of view and to build rapport with customers /clients
• Planning and organisational skills: Ability to work by yourself to resolve individual complaints, and be a participating and supportive team player
• Confidence to make decisions (often under pressure), exercise judgment and use initiative

Job Details:

Company: Barclays

Vacancy Type: Full Time

Job Location: Cardiff, Wales, UK

Application Deadline: N/A

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