Specialist Support Analyst

Overview

Provide exceptional customer service while resolving complex customer needs and requests for Barclays’ bank customers.

Accountabilities

• Deliver customer service via chat, email, and phone.
• Resolve complex customer inquiries related to accounts, balances, transactions and payments.
• Develop and implement customer‑care procedures and controls to mitigate risks and improve efficiency.
• Collaborate with teams across the bank to align and integrate customer‑care processes.
• Identify improvement areas, recommend changes, and provide coaching to colleagues.
• Generate and present customer‑care performance reports to senior stakeholders.
• Monitor industry trends and best practices to enhance customer‑care effectiveness.

Analyst Expectations

• Deliver specialist advice and support to stakeholders in a timely, high‑standard manner.
• Manage own workload, implement systems and processes for own work area, and participate in broader projects.
• Supervise and coordinate team resources if the role includes leadership responsibilities.
• Apply the four LEAD behaviours – Listen, Energise, Align, Develop – to create a high‑performing environment.
• Maintain risk awareness and strengthen controls over the work you own or contribute to.
• Communicate complex or sensitive information to customers clearly and professionally.
• Build relationships with stakeholders to identify and address their needs.

Qualifications and Skill Set

• Strong client focus and excellent communication skills.
• Problem‑solving capability and attention to detail.
• Adaptability to change and ability to work collaboratively.
• Experience in client‑facing roles is an advantage.
• Knowledge of risk and controls, change and transformation, business acumen, strategy, digital and technology, and relevant job‑specific technical skills.
• Proficiency in using chat, email, phone, and reporting tools.

Location

Knutsford, United Kingdom.

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