- Entry level
- No Education
- Salary to negotiate
CS Escalation Lead - 90187571
Posting Range:20 Jul 2018 - Ongoing
This role is the lead of the customer care team for Colleague Support. The role holder will be a key person in turning a negative experience back to a positive one for consumers of Colleague Support services. As part of this the role holder is responsible for reacting to and resolving complaints and escalations in an effective and authentic manner for Colleague Support Services.
Lead Operational Response – take full responsibility for the operational response to customer complaints and escalations
Innovation – a key requirement for this role is to improve processes behind customer care.
Leads operational activities in response to a complaint for Colleague Support
Leads the portfolio of complaints and looks for trends within these
Ensures that a customer care process is developed for Colleague Support Services
Improve the experience automating alerts to issues where appropriate e.g. low satisfaction scores
Review complaints performance to ensure the service is monitored and performance managed
Challenge current methods and approaches for resolving issues, bringing insight and innovation.
Organisational awareness and understanding of how service stability can be maximised through leveraging technology and process.
Clear articulation of IT structure and functions and the services and product set that
Deep understanding of the internal and external environment related to customer service
Extensive knowledge of support services and the operation of these.
Demonstrates key skills in areas of management and expertise including communication, staff direction and motivation.
Performs work which requires the application of a significant range of fundamental principles in a wide and often unpredictable variety of contexts.
Demonstrates effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels.
Proven experience in leading on customer service within an enterprise environment.
Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns.
Risk and Control Objective
All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
To be considered for this role, click on the apply button now.
Barclays Values & Diversity
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. We are an equal opportunity employer and we are opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
About the company
Barclays moves, lends, invests and protects money for 48 million customers and clients worldwide.
We have over 325 years of history and expertise in banking. From our beginnings in Lombard Street, London through to the launch of the world’s first ATM and innovative mobile phone payments services, find out more about our achievements to date.
Barclays is a trading name of Barclays Bank PLC and its subsidiaries. Barclays Bank PLC is registered in England and is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England. Registered No. 1026167. Registered office: 1 Churchill Place, London E14 5HP.