Legacy Review Analyst 6-month Secondment/FTC

Job Description

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. Focused on building a relationship with our customers that allows us to add value to our customer interactions.

Accountabilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution   for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

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.

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.

Join us as a Legacy Review Analyst in a fast-paced role managing a high-volume enquiry process linked to complaints received from third party firms. You will be responsible for handling enquiries accurately and efficiently while ensuring exceptional attention to detail. Success in this role requires adherence to detailed procedures, good quality standards, and productivity targets.

To be successful as a Legacy Review Analyst, you should have the following essential skills:

• Good Microsoft Excel skills, with the ability to manage, analyse, and interpret data accurately.
• Excellent attention to detail, with a focus on delivering high-quality and error-free work.
• Proven experience working in a process-driven environment, following detailed procedures and meeting required standards.
• Ability to manage workloads effectively while maintaining accuracy and productivity targets.

Some other highly valued skills may include:

• Experience supporting or delivering remediation programmes within a regulated or operational environment.
• Proven ability to process high volumes of email-based casework accurately and efficiently.
• Understanding of quality assurance practices and data risk controls, with a focus on maintaining compliance and operational integrity.
• Ability to identify potential risks and contribute to continuous process improvements.

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 Cardiff.