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193 Barclays Shared Services Jobs

Specialist Customer Care

0-10 years

Noida

1 vacancy

Specialist Customer Care

Barclays Shared Services

posted 13hr ago

Job Role Insights

Flexible timing

Job Description

Step into the role of Specialist Customer Care at Barclays, where you will play a pivotal role to manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators. You will take ownership of your work, ensuring it aligns with the relevant rules & regulations, and codes of conduct.

To be successful as a Specialist Customer Care at Barclays, you should have below critical skills.

  • Effective communication, including questioning skills
  • Familiar with Operating Systems (Windows)
  • MS Office Application Suite (Preferably Word, Excel & PowerPoint)
  • Excellent verbal and written communication skills
  • Technical skills (Excel macros, MS SharePoint, SQL, Teradata etc. )
  • Knowledge/experience of one or more RPA technologies (eg. UI path, Automation Anywhere and Blue Prism)
  • 0-24 months of relevant experience
  • Graduate/Post-Graduate in any discipline (Fresher s applicable however preferably Graduate Fresher)
  • Experience of working in BPO/KPO
  • Flexibility in hours of work and ability to work changing shifts patterns

You may be assessed on key essential skills relevant to succeed in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based out of Noida.

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests.

Accountabilities

  • Provision of customer service through various communication channels including chat, email and phone.
  • Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
  • Collaboration with teams across the bank to align and integrate customer care processes.
  • Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
  • Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
  • Resolution of specific customer inquiries and issues related to the bank s products and service, including account balances, transactions and payments.
  • Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
  • Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

  • To meet the needs of stakeholders/ customers through specialist advice and support
  • Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
  • Likely to have responsibility for specific processes within a team
  • They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.
  • If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
  • OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
  • Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
  • Check work of colleagues within team to meet internal and stakeholder requirements.
  • Provide specialist advice and support pertaining to own work area.
  • Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
  • Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
  • Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
  • Make judgements based on practise and previous experience.
  • Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
  • Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
  • Build relationships with stakeholders/ customers to identify and address their needs.


Employment Type: Full Time, Permanent

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What people at Barclays Shared Services are saying

What Barclays Shared Services employees are saying about work life

based on 1.1k employees
70%
78%
71%
90%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Barclays Shared Services Benefits

Free Transport
Cafeteria
Free Food
Health Insurance
Job Training
Soft Skill Training +6 more
View more benefits

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