FCS Customer Experience Analyst England
Job description
Financial Crime Operations Customer Experience Agent
Poole
As a Barclays Financial Crime Operations Customer Experience Agent, 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 specifically telephony based. Your role will be to investigate customer and client queries, concerns and complaints related to a range of products and services to understand the cause, impact, and solution via the telephone.
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.
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.
• Embracing the freedom to identify and decide the right solution for the customer/ client
- Involving customers/ clients in determining outcomes that are best for them
- Balancing different viewpoints and customer/ client insight with policies
- Creating exceptional customer/ client experiences by being professional
- Identifying customer/ client emotional states and managing the customer/ client interaction
- Being the single point of contact for customers
• Broad working knowledge of relevant operational areas which interface with this role
- Significant knowledge/awareness of the Bank as a whole
- Excellent knowledge of Service Level Agreements and escalation procedures applicable to own area
- Proven experience in delivering exceptional customer/ client interactions in a professional and caring manner
• Previous experience in an operational area and on telephones
- Proven experience of working in a high-pressure customer service environment or a deadline driven environment with Service Level Agreements and targets
- The ability to communicate at all levels
- Broad ability and knowledge to make risk-based decisions
The Bournemouth Wealth Office is located between Bournemouth and Poole with Sandbanks beach no more than 500 metres from the front door. We have a significant number of restaurants and sports clubs locally which make this a great office to work in. We work very closely with our BUK colleagues and share the growing Barclays Eagle Lab on site. This creates significant interest across the region and provides an opportunity for the teams to get together regularly.
#LI-Remote and #LI-Hybrid
