Job Description

Purpose of the role

To address customer questions, concerns or requests while maintaining customer service expectations. 

Accountabilities

• Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

As an Acquiring Change & Controls SME at Barclays, you will act as a subject matter expert, supporting change, risk, and control activity across the telephony operation. You will work closely with operational teams, business stakeholders and support functions to identify opportunities for process improvement, strengthen controls, and ensure regulatory, and policy requirements are embedded effectively.

You will support change activity, analyse operational performance and customer outcomes, contribute to the implementation of controls, and provide insight to support continuous improvement. The role requires stakeholder engagement skills, attention to detail and the ability to manage multiple priorities within a fast-paced environment.

You will collaborate across operational, risk, control and change teams to support business readiness activities, governance processes, incident management, root cause analysis, and strategic programmes of work. You will contribute to ensuring risks are understood, controls remain effective and business processes continue to evolve in line with organisational objectives.

This is an exciting opportunity for an experienced change and controls professional to contribute to operational excellence, improve customer outcomes and support the delivery of key business priorities across Barclays.

To be successful as a Acquiring Change & Controls SME, you should have experience with:

• Knowledge of identifying, assessing and mitigating operational risks within a robust control environment.
• Exposure to operational change activity from design through to implementation and embedding.
• Effective relationship-building skills and a collaborative approach to working with stakeholders across the organisation.
• Excellent verbal and written communication skills, with the ability to simplify complex information and present meaningful insights.
• Analytical thinking with the capability to identify root causes and support effective solutions.
• Good organisational skills, with the capability to manage multiple priorities and meet deadlines.

Some other highly valued skills may include:

• Knowledge of governance processes and effective control practices.
• Understanding of process improvement and continuous improvement approaches.
• Awareness of operational risk management principles and practices.
• Background in a telephony, customer servicing or contact centre environment.
• Data analysis and performance reporting skills.
• Understanding of regulatory requirements and control frameworks within financial services.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills

This role will be based in Northampton.