Specialist Customer Care (Case Review QC)

Specialist Customer Care (Case Review QC)

• 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. The purpose of this role is to provide a Quality Control (QC) function for all aspects of the customer engagement process required to successfully handle Project remediation cases across the TCR Portfolio. How will you help Barclays’ customers?

Key Accountabilities

• Review the full spectrum of Quality Control aspects of the Customer and case information for each case review brought into scope for the QC function.

• Consider the FCA Consumer Duty and customer vulnerability when assessing QC aspects of each case.

• Promptly and efficiently deal with any cases in accordance with relevant Barclay’s policies and processes

• In liaison with key internal stakeholders, analyse and investigate all relevant background information and circumstances

• Reach a QC case review decision, including any additional compensation via Additional Loss.  

• Keep customer interests to the front of mind, including any Consumer Duty and customer vulnerability considerations as outlined above.

• Stakeholder management within TCR Projects and ensuring remediation actions are undertaken to ensure satisfactory closure of cases.

Skills and Qualifications:

• Experience of a QC role in a Financial Services context

• Experience with the FCA approach to the Consumer Duty and Customers in Vulnerable Circumstances

• Comfortable assessing the work of others, taking and communicating fair and balanced QC decisions – sometimes in potentially pressurised / challenging circumstances

• Ability to quickly analyse a range of information from customers and internal stakeholders in order to make QC decisions

• Strong communication skills, both written and verbal

• Ability to rapidly learn and become familiar with key aspects of relevant, individual TCRs Projects

• Customer – focused mindset with ability to quickly build understanding and rapport with customers

• Good presentation skills and confidence to present to internal stakeholders

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.

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 measures and rewards 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