Case Reviewer Specialist

Customer Care Specialist - Case Reviewer

• Location: London - 1 Churchill Place, E14 5HP

• Duration: 6 months 

• Hours/week: 35 hours per week

• Working hours: Monday to Friday between 9am-5pm

• Hybrid: WFH and 1-2 days at the office

To get you off to a great start, you’ll spend the first four to six weeks learning about Barclays, banking and the role with SMEs within the team who will provide full training and ongoing support within a hybrid environment. Alongside formal training sessions, you’ll also gain on the job experience and after this, you’ll be fully immersed in the role and team, working on site and also from home.

Overall purpose of role:

This opportunity sits within Barclays Transformation Customer Remediation (TCR). We are the BUK Centre of Excellence for remediation projects, and therefore a strong customer focussed approach is key to our operations, which will give you the opportunity to deal with all aspects of the customer engagement process required to successfully handle and Project remediation cases across our Portfolio, supporting both customers and a broad range of stakeholders and different functions.How will you help Barclays’ customers?

• Dealing promptly and efficiently with any cases by reviewing Customer and case information

• Analysing and investigating relevant background information and contacting customers to obtain any further details required

• Reaching a case review decision, communicating the outcome to customers both verbally and in writing, as well as handling customer responses

• Supporting the customer throughout the engagement process involved with a complaint or case decision

• Taking into account, fully considering and if need be responding to customer vulnerability in line with Barclay’s policy

Skills and Qualifications:

• Ability to self-manage a varied Project case load, identifying priorities, keeping track of cases and issues, ensuring that central trackers and MI tools are updated promptly on a daily basis.

• Attention to detail, and once trained, keeping error rates low and avoiding repeat errors with the same cause.

• Ability to concisely summarise key queries and issues.

• Capable of working methodically to extrapolate customer testimony relative to the Barclay’s policy framework, and arrive at a Remediation / Redress decision accordingly.

• Able to present recommendations arising from the above analysis and summary to a range senior stakeholders (including Legal, Compliance, Project Management)

• Can keep up to date with changing / evolving Barclays Remediation policy regarding relevant Projects and mandatory Compliance training.

• Willing and able to make and receive calls from customers, handling these in a skilled, empathetic and patient manner; identifying any customer vulnerabilities and responding accordingly.

• High degree of self-motivation, especially taking into account a hybrid working pattern partly from home.

• Willing to speak up and ask any questions required / seek additional training needed - in order to be able to progress cases efficiently in a timely manner.

About Barclays

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays 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 its service company which provides technology, operations and functional services across the Group.

Values 

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measure and reward the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Diversity

Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals.

Hybrid Working

Barclays is 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. Barclays is 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. Barclays also has a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay (after eight weeks on assignment). You can discuss any special holiday requests, for weddings, graduations or other significant occasions during this initial period with your team leader. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants.