Client Support Specialist Birmingham, England
Job description
Client Support Specialist
Birmingham
As a Barclays Client Support Specialist you will join our award-winning contact centre – Gadbrook Park, where you will be providing first class service to the bank’s valued and profitable UK corporate clients. In your new capacity, you will be handling various queries for Barclays channels, by delivering end-to-end query management and providing timely resolutions, while at the same time ensuring that all activities and duties are carried out in full compliance with regulatory requirements.
Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.
You will be working 35 hours on a rotational basis across Monday-Friday, from 8am to 7pm.
Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment 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. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.
Hybrid Working
We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances
Please discuss the detail of the working pattern options for the role with the hiring manager.
• Managing a team-based portfolio of clients, using in-depth specialist knowledge across a range of supported products
- Updating clients with progress of outstanding cases and ensuring customer queries are handled effectively in a timely manner and in line with our Barclays policy
- Resolving or identifying system/ process enhancements to turn client dissatisfaction around
- Developing and maintaining contacts with specialists in other areas of the Group to support the resolution of client queries
- Ensuring all call documentation is complete, accurate, and escalated to the correct area for further resolution, if required
- Ensuring client participation to automated telephone survey
- Taking care of queries via phone or email, whilst ensuring all Service Levels are met
- Delivering competition beating support to win business for Barclays Corporate through a differentiated service model
• First class customer service skills combined with great communication skills to be able to build, develop and maintain solid relationships with key client contacts
- Ability to adapt to change with a willingness to liaise with representatives from other group companies, while acting as a product champion and providing your knowledge and expertise
- Proactive focus towards query resolution and analysing at the root cause to prevent future queries
• An understanding of Barclays features and systems, e.g. Barclays.Net, iPortal, Bacs, will be an advantage
- An understanding of the Data Protection Act, and a good understanding of Operational Rigour is not a must, but will be beneficial
Where will you be working?
Birmingham
Barclays Snowhill is at the heart of the professional district and commands a workforce of around 1000. With great transport links to Birmingham Grand Central and Snowhill train stations as well as the local metro. Our office has a dedicated staff coffee shop and deli and break out areas for staff. There is also a presentation theatre for client and staff events. Our office boasts a great working environment as well as opportunities to network across the city.
