Customer Relations Executive Cardiff, Wales
Job description
Customer Relations Executive
Cardiff
£25,000 per annum + Excellent Benefits
Between 7am and 11pm Monday – Sunday
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.
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.
Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes 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.
This opportunity is location flexible. We will consider requests for locating the role at an alternative Barclays’ key UK office from that advertised.
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 can request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.
• Taking ownership of complaints and resolving them by telephone, mail and face to face
- Dealing with complex customer situations
- 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
- Developing and delivering timely, accurate and effective responses in a timely manner using the appropriate communication medium (written or verbal)
- 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
- Keeping customers informed of the progress made in resolving their complaint
- 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
• Previous customer complaints experience is essential
- A natural empathiser with the willingness and ability to understand others point of view and to build rapport with customers/ clients
- The ability to break down complex issues and assimilate a wide range of information to fully understand cause, impact, and solution
- Excellent customer/ client service skills as you will be dealing with queries and potential issues smoothly and efficiently
• Ability to empathise with and quell customers concerns, often the crux of a complaint lies in resolving difference of opinions
- Confidence to make decisions (often under pressure), exercise judgment and use initiative
- Planning and organisational skills with ability to work by yourself to resolve individual complaints, and be a participating and supportive team player
- Solid interpersonal and communication skills both written and verbal
Where will you be working?
In the heart of the Historic City Centre which is easily accessible by train or car. Home to the Welsh Rugby team and the Principality Stadium. The city centre has undergone a number of redevelopment projects, including St. David's 2, which extended the shopping district southwards, creating 100 new stores and a flagship John Lewis, the only branch in Wales and the largest outside London.
#LI-Hybrid
