Job Title: Specialist Customer Care Support Location: Chennai 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. Risk and Control Objective Take ownership for managing risk and strengthening controls in relation to the work you do. 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 Structured hybrid role: 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, 'anchor', 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. Introduction: . To effectively and efficiently respond to customer calls/make outbound calls to customers, reply to their queries and resolve issues. . To effectively and efficiently work on cases, reply to their queries and resolve issues. . To ensure the quality of output and accuracy of information is maintained What will you be doing . Analysis of Call/Case Monitoring data to identify common strengths & development areas across teams/ communities and working with the Team Manager/Operations Manager to assist with up-skilling/training initiatives to deliver improvements. . Co-ordinate / liaise with IT Support on faults and changes, user Ids, etc. . Supporting the Team/Community by monitoring performance during sales and operational initiatives . Manage the communications and Change calendar to ensure all messages are received in a timely and efficient manner by all teams and advisors. Support the Team Manager by managing all logistics . To provide support and cover in terms of process management to other Process Experts as required ensuring effective team working across the operation . Complete all tasks as outlined in Team Support Specialist Role depending on area of the business. Examples may include (but not exhaustive of): . Collating of Communication/Process Updates . Real Time Adherence . Attendance Issues . Updating of individual's HR files . Return to Work . Analysis of data outputs by individual, Team and/or Community, recommend actions for improvements to Team Manager/Operations manager, and undertake trainings as required . Provision of 2-way feedback to Team Manager/Operations Manager . Delivery of up-skilling sessions to resolve common trends from Quality Team/Process Experts . Conduct daily huddles to provide process updates and share process scores . Act as a back-up Team Manager in his/her absence What we're looking for: . Detailed understanding of the business operational objectives, service standards and compliance requirements . Knowledge of bank and product procedures and policies specifically Regulatory Compliance for products and services . Excellent organisational and planning skills. The role holder needs to be able to simultaneously balance the logistics of: . Managing the facilitation of all phone activity . Plan the logistics of communications schedules . Strong interpersonal and relationship building skills to ensure Team Managers and/or Operational Manager receive quality service Needs to be able to build relationships with supporting areas such as process quality . MS Office Suite (Preferably Excel, Word & PowerPoint) . Broad understanding of Contact Centre structure and staff roles . Graduate in any discipline . Experience of Contact Centre systems and shaping new procedures and exchanging best practice to improve advisors and customer experience Skills that will help you in the role: . Ability to complete or advise on completion of high volume routine/non-routine tasks and prioritise accordingly. . Team Handling and Escalation handling ability. . Technical systems and procedure training experience. . Workflow time management experience. Where will you be working Chennai Be More at Barclays At Barclays, each day is about being more - as a professional, and as a person. 'Be More @ Barclays' represents our core promise to all current and future employees. It's the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are. Interested and want to know more about Barclays Visit home.barclays/who-we-are/ for more details. Purpose, Values and Mindset We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term. Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship. Respect We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution. Integrity We operate with honesty, transparency and fairness in all we do. Service We act with empathy and humility, putting the people and businesses we serve at the centre of what we do. Excellence We champion innovation, and use our energy, expertise and resources to make a positive difference. Stewardship We prize sustainability, and are passionate about leaving things better than we found them. Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do our Mindset is to Empower, Challenge and Drive. Empower Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure. Challenge Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints. Drive Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.
