Business Customer Care Manager

You will align to your local branch/hub

Shifts: Monday – Saturday 8am – 8pm

Salary: £25,350 per annum

As a Barclays Business Customer Care Manager, you will be joining the Business Banking team, aimed at helping our customers with support and queries as well as aftercare on a range of products to meet customer needs. In this role you will be involved in all aspects of the customer journey, you will be focused on providing the best customer experience, ensuring your work is conducted in a timely manner, in accordance with internal procedures and regulatory requirements.

You’ll work 35 hours within the week, between 8am and 8pm Monday – Saturday on a rotational basis

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

Please consider your availability before applying for this role and ensure you will be ready to interview over the upcoming weeks.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.

If you would like some flexibility then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

Hybrid Working

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances

Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?

• By acting as a process specialist, deliver a tailored service and advice to help them navigate effectively through the account opening process.
• Look for opportunities to enhance the account opening client experience, whilst continuing to demonstrate and maintain adherence to process and compliance requirements.
• Deliver difficult messages to a proportion of our potential customers who do not meet the banks proposition, using tact and diplomacy to deliver the message
• Work to resolve complaints at first point of contact by following the banks complaints handling process.
• Adopt a values based approach when dealing with customers
• Ensure vulnerable customers are identified and supported appropriately.
• Engagement and communication directly with clients or relevant colleagues – keep them updated on progress within the Business Banking account opening process.

What We’re Looking For

• Experience of operating in a customer-focused role
• Proven experience in promoting an excellent customer journey demonstrating the ability to resolve customers problems/requests in an accurate and timely manner
• The ability to meet and develop performance standards
• The confidence to communicate with a wide range of customers

Skills That Will Help You In The Role

• Being proactive, not just on your daily tasks and actions but also self-development
• Exhibit and ensure a positive work environment, thereby contributing to the team culture & values
• Genuine passion for the customer
• Capability to help plan for future customer needs

Where will you be working?

We will confirm your place of work at the point of offer, ensuring that this is considered in line with our future ways of working and overall location strategy.

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