Customer Remediation Analyst

Job Title: Customer Remediation Analyst 

Location: London

Contract Length: 6 Months 

PAYE only

Please note this is a Hybrid Role with 2 days in the London office per week

Barclays Overview

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.

We are an equal opportunity employer and we are opposed to discrimination on any grounds.

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.

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.

About BUK

Our customers don’t separate Barclays into branches, contact centres, or digital channels. They just see one Barclays. So why should we be any different? We have to be one Barclays. That means seeing the bigger picture, not just the channel or area we work in. We often see Barclays from the inside-out, but we need to see Barclays from the outside-in, the way our customers see us. We have to be joined-up, to understand what we offer across all our channels and centres of excellence, to connect the customer in front of us with the best solution we can collectively offer them. Customers can choose what works for them: the empathy and expertise of a human touch combined with the ease and efficiency of digital, personalised by data. That’s how we’ll make every experience loved. 

It starts with us. We have to be restlessly curious about our colleagues across Barclays UK – who they are and what they do – so we can proactively offer customers the right channel for them.

About Barclays Customer RemediationCustomer Remediation (TCR) is a specialist change team, operating at scale across BUK with a large portfolio of projects. We are the BUK Centre of Excellence for remediation projects – compensating customers for mistakes we have made in the past. This means we need to take a very customer focussed approach and ensure that all learnings from previous errors are fed back into our Product and Business teams whilst supporting a very broad range of stakeholders across all of BUK and its functions, as well as close interaction with our regulators.

We’re not what you would usually think of when considering a role in Change, so we’d be keen to have the opportunity to talk to you about how this role fits in with our efforts to build a diverse, dynamic, and positive team culture. We welcome new perspectives and ideas to improve the way we run our team and we actively encourage applications from all backgrounds and experience levels. If this sounds interesting, please read on and reach out to the hiring manager for an initial discussion regarding the role and our flexible working approach.

About Customer Remediation Analysts 

Customer Remediation Analysts support the delivery and execution of remediation projects. The role requires the candidate to work with large data sets of customer population and redress amounts in both project and operational activities. 

The role holder will play an integral part in planning, organising, and delivering the execution phase of remediation projects. This involves progressing activity through the remediation workflow, liaising with multiple shared services and project teams daily, to ensure the timely delivery of activity in accordance with each of the programme deadlines. 

Customer Remediation requires communicating with customers in a clear and timely manner, either directly or in collaboration with the customer engagement teams and therefore a customer centric approach is at the heart of activity. The Remediation portfolio is complex, covering a broad and diverse business areas and product sets.

Overall purpose of role

Customer Remediation Analysts manage and perform complex business and data analysis to facilitate the delivery of remediation projects, ensuring that these are delivered to plan. Activity can include:

• Undertaking tracing activity for customers to ensure that we are contacting the right customer at the right location.

• Splitting customer cohorts into batches to progress similar cases consistently

• Working with project teams to ensure the right customer letters are available for each batch and undertaking mail merge activity to prepare the letters for dispatch.

• Problem solving to identify challenges with batches or individual customers and engaging the right stakeholders to resolve.

• Undertaking quality control activity to ensure that all project activity is undertaking according to remediation and bank policies and standards

The role holder will be part of a team of Customer Remediation Analysts, supporting each other’s development, sharing best practice, and looking to continually evolve the way that we do things in the team

Key Accountabilities

• Work with the Project Team, Stakeholders and SMEs in the business to develop a thorough understanding of the project scope and delivery approach, including a technical understanding of the system the product sits on.

•  Support problem solving within the Execution workflow working with team leads to identify and resolve issues impacting the Execution teams.

• Delivery – Manage and deliver designated activity within the end-to-end delivery of complex remediation project workflows including: Customer tracing activity Identifying different customer cohorts and organising to progress these in groups through the remediation workflow.

•  Preparing customer letters ensuring that the correct information is included for each customer.

•  Identifying challenges which arise as part of delivery, creating the principles and solutions that will be presented to senior stakeholders for approval. 

•  Business Analysis – Analyse and interpret project data to determine correct delivery approach across a variety of products, customer cohorts, and remediation objectives.

• Project reporting, workflow control and management - Work closely with the Project and Remediation Portfolio Management Office to ensure the following: 

Proficient tracking and reporting on Project Status

▪ Adherence to key regulatory milestones

▪ Managing project workflows with immediate team colleagues and key shared service resources..

Stakeholder Management and Leadership

The role holder would have strong interpersonal skills and be confident with both written and verbal communication/presentation skills. There would be daily interaction with a variety of stakeholders inside and outside of TCR, including but not limited to :

▪ Programme Director (Execution) and Shared Service leads (Director/ VPs) 

▪ Lead Customer Remediation Analysts (VP/AVP)

▪ External Stakeholders – There will be an occasional need to engage with business and functional partners such as Risk, CCO, Legal.

Decision-making and Problem Solving 

The role holder will need strong organisational skills and be comfortable making priority decisions across multiple, competing pieces of work, ensuring that their own time is used most effectively. Analysing exceptions and liaising with key stakeholders to agree solutions.

Risk and Control Objective 

Take ownership for managing risk and strengthening controls in relation to the work you do

Person Specification

Personal attributes essential to performing role including competencies, expertise, knowledge, and experience.  Note: experience requirements must not be in the form of years (minimum or otherwise).

Essential Skills/Basic Qualifications:

• Excellent interpersonal skills and a track record of communicating with and influencing senior Key Stakeholders

• Comfortable working with large sets of data, and the ability to determine the most appropriate way forward using this.

• Comfortable using the Microsoft Office suite of products, particularly Microsoft Excel, Word, and PowerPoint

• Willingness to participate in an environment of continuous improvement, challenge the status quo with creative, innovative ideas and speak up in a constructive way when you see something that does not look right

• Ability to work effectively on your own, or as part of a team.

Desirable skills/Preferred Qualifications:

• Experience of Customer Remediation within a Financial Services environment

Purpose and Values 

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.