Direct Relationship Support Manager Knutsford, England
Job description
Direct Relationship Support Manager
Knutsford
As a Barclays Direct Relationship Support Manager, you will take ownership of an exceptional customer and client experience and strengthen relationships by effectively engaging with customers and clients on their terms within a multi-channel environment. For this role, you will investigate emotive and complex customer and client calls and deal with concerns and complaints related to an extensive range of products and services to understand the cause, impact, and solution.
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.
• Connecting with customers and clients to engage in their story and by being passionate in what customers/clients are passionate about and create moments that matter
- Interacting with customers/clients on their terms, in an engaging way that demonstrates open-mindedness, actively listening and being genuinely curious
- Investigating customer/client queries, concerns and complaints whilst withholding judgement, using the conversation cycle and role modelling mutual respect
- Balancing various viewpoints and customer/client insight with policies to reach the right customer result that is in the best interest of Barclays to create advocacy
- Creating exceptional customer/client experiences by being professional, caring and taking ownership when delivering outcomes and keeping promises
- Intercepting and tuning into issue avoidance, confidently making self-initiated contact, anticipating needs, and addressing customer/clients queries efficiently
- Determining customer/client emotional states and managing the customer/client interaction confidently and assertively, particularly with challenging conversations
- Taking ownership of customer complaints and queries from external stakeholders, providing timely accurate responses, and developing fair outcomes
• Excellent communication skills, both verbally and in writing, to deliver impactful communication needed to gather information and clarify circumstances
- Ability to be proactive and amenable to update and explain outcomes clearly and effectively alongside any associated constraints and challenges
- Capability to balance different viewpoints, customer insight and policies to reach the right customer and Bank outcome
- Can take the heat out of challenging situations, remaining in control and empathetic to move the conversation on and find common areas of agreement
• Collaborative approach to finding solutions, maintaining positive relationships with teams and departments across the Barclays group
- Knowledge of Business Banking products and services
- Knowledge of regulatory and risk requirements relating to complaints
- Experience of Barclays customer information and management systems multi-channel able and digitally savvy
Where will you be working?
The Barclays Technology Campus, just outside Manchester, is our transatlantic tech command centre for information security in the UK. It’s the vital strategic powerhouse behind our global operations. Radbroke is a place where big ideas become realities. Where the talent in the world can build careers full of scope, variety and reward, by creating the technical solutions that meet today’s demands, answer tomorrow’s questions and redefine the future of finance.
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