Customer Relations Executive
Barclays, 1234 Pavilion Drive, Northampton
As a Customer Relations Executive you will provide exemplary complaint resolution and customer service ensuring a fair and consistent approach is delivered for customers. You’ll 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.
What will you be doing?
• You’ll take ownership of complaints and resolve them by telephone, mail and face to face
• Dealing with complex customer situations and frustrated customers
• You’ll develope and deliver timely, accurate and effective responses in a timely manner using the appropriate communication medium (written or verbal)
• Identifying ways of resolving complaints to the customer’s complete satisfaction.
• You’ll produce exemplary written responses to customers that are grammatically and factually accurate, empathetic and clear
What we’re looking for:
• Analytical skills to determine cause of complex issues, including ability to assess and understand the associated reputational risk posed by serious customer complaints
• Ability to empathise with and quell customer complaints
• Confidence to make decisions (often under pressure), exercise judgment and use initiative
• Planning and organisational skills: Ability to work by themselves to resolve individual complaints, and be a participating and supportive team player
Skills that will help you in the role:
• Planning and organisational skills: Ability to work by themselves to resolve individual complaints, and be a participating and supportive team player
• Willingness to acquire and use the breadth and depth of knowledge needed to answer complaints which could be about any aspect of Secured Lending activities
• Excellent communication skills – it is a necessity to be able to communicate both verbally and in writing in a clear and effective manner
Where will you be working?
Northampton was the birthplace of Barclaycard in 1966 and we've been based in Pavilion Drive since the building opened in 1997. This state-of-the art energy efficient building holds up to 2,500 staff. The office location is perfect for travel from the midlands and London alike as we are based just off the A45, it is easily accessible by both car and bus routes.
Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives. If you have a need for flexibility then please discuss this with the Hiring Manager.
About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.
Our Values
Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.
Our Diversity
We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.
Our Benefits
Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. Where appropriate, and for UK based roles, we will consider requests that the role be based at alternative Barclays’ key UK location from that advertised.