Client Support Specialist (Telephony)

About the role

Barclays is looking for a Client Support Specialist in Knutsford to deliver exceptional customer service while resolving more complex customer needs and requests. The role is 100% telephony-based, working shifts between 8am and 7pm on a Monday to Friday basis.

Key responsibilities

• Provide customer service through chat, email and phone, giving personalised resolutions to complex, specific customer needs.
• Resolve customer inquiries about products and services, including account balances, transactions and payments.
• Collaborate with teams across the bank to align customer care processes, and recommend improvements with feedback and coaching for colleagues.
• Develop and implement customer care procedures and controls to mitigate risk and keep operations efficient.
• Prepare reports and presentations on customer care performance for senior stakeholders.
• Identify industry trends and best practice to improve customer care efficiency.

Required profile

• Experience with excellent customer service, good communication and problem solving.
• Ability to manage multiple customer inquiries, tasks and priorities.
• Previous telephony experience is highly valued.
• Ability to adapt to change.

People Leaders may lead and supervise a team, guiding professional development and allocating work; individual contributors manage their own workload and take ownership of risk and controls. All colleagues must follow the Barclays values of Respect, Integrity, Service, Excellence and Stewardship, and the mindset of Empower, Challenge and Drive.