Job Description

Customer Relations Executive
Cardiff
\xc2\xa325,000 per annum + Excellent Benefits
Between 7am and 11pm Monday \xe2\x80\x93 Sunday

As a Barclays Customer Relations Executive, you will provide exemplary complaint resolution and customer service ensuring a fair and consistent approach is delivered for customers. You will also 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.

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 \xe2\x80\x93 helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.

This opportunity is location flexible. We will consider requests for locating the role at an alternative Barclays\xe2\x80\x99 key UK office from that advertised.

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, \xe2\x80\x98anchor\xe2\x80\x99, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

What will you be doing?

• Taking ownership of complaints and resolving them by telephone, mail and face to face
• Dealing with complex customer situations
• Undertaking a detailed review of protracted and difficult complaints with the aim of resolving as many cases as possible prior to issuing the Bank\xe2\x80\x99s Final Response
• Developing and delivering timely, accurate and effective responses in a timely manner using the appropriate communication medium (written or verbal)
• Identifying wherever possible, ways of resolving complaints to the customer\xe2\x80\x99s complete satisfaction
• Producing exemplary written responses to customers that are grammatically and factually accurate, empathetic and clear
• Keeping customers informed of the progress made in resolving their complaint
• Supporting root cause analysis activity to identify trends and mitigate the reputational and financial risk of complaints through timely and accurate recording of case information

What we\xe2\x80\x99re looking for:

• Previous customer complaints experience is essential
• A natural empathiser with the willingness and ability to understand others point of view and to build rapport with customers/ clients
• The ability to break down complex issues and assimilate a wide range of information to fully understand cause, impact, and solution
• Excellent customer/ client service skills as you will be dealing with queries and potential issues smoothly and efficiently

Skills that will help you in the role:

• Ability to empathise with and quell customers concerns, often the crux of a complaint lies in resolving difference of opinions
• Confidence to make decisions (often under pressure), exercise judgment and use initiative
• Planning and organisational skills with ability to work by yourself to resolve individual complaints, and be a participating and supportive team player
• Solid interpersonal and communication skills both written and verbal

Where will you be working?
In the heart of the Historic City Centre which is easily accessible by train or car. Home to the Welsh Rugby team and the Principality Stadium. The city centre has undergone a number of redevelopment projects, including St. David\'s 2, which extended the shopping district southwards, creating 100 new stores and a flagship John Lewis, the only branch in Wales and the largest outside London.

#LI-Hybrid

Barclays