Customer Relations Executive Full-time Job1 month ago - Customer Services - Cardiff - 29 views
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.
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’s 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’s 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’re looking for:
• Natural empathiser with the willingness and ability to understand others point of view and to build rapport with customers /clients
• Previous customer complaints experience is essential
• 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: Ability to work by yourself to resolve individual complaints, and be a participating and supportive team player
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