Customer Outcome Associate

Job description

Job Title Customer Outcome Associate
Location 1 Churchill Place, London



As a Barclays Customer Outcome Associate, you will drive great customer outcomes to queries, concerns and complaints that will create internal and external advocates of Barclays. You will coach and development customer facing teams, ensuring the team effectively engage with customers and take ownership of an exceptional customer and client experience and strengthen those relationships.

What will you be doing?
• Driving a culture for being passionate about what customers / clients are passionate about and creating moments that matter and are memorable
• Interacting with customers / clients on their terms and in an engaging way that demonstrates open mindedness, actively listening and being genuinely curious
• Investigating customer / client queries, concerns and complaints whilst withholding judgement, using the conversation cycle, role modelling mutual respect and empathy
• Proactively identifying and creating opportunities to improve the customer experience
• Embracing a wide variety of feedback loops to observe and identify colleague knowledge and skill gaps

What we're looking for:
• Knowledge and experience of coaching and development techniques
• Experience in delivering exceptional customer / client interactions in a professional and caring manner as well as the willingness and ability to understand others point of view
• The ability to break down complex issues and assimilate a wide range of information to fully understand cause, impact and solution
• The ability to take the heat out of challenging situations, remaining in control and empathetic to move the conversation on and find common areas of agreement

Skills that will help you in the role:
• Excellent communication skills over the phone and in person
• Knowledge of Microsoft packages including Work, Outlook, Excel and PowerPoint
• Complaints handling experience is preferred

Where will you be working?
In the heart of Canary Wharf, our headquarters at Churchill Place boasts onsite amenities such as; a gym, staff restaurant and deli bar, and is easily accessible by tube and bus links. With a population of around 5000 staff the atmosphere is second to none with a real buzz being created around the offices within.

Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.

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

Our Diversity
We aim 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 our vision and goals.

Our Benefits
Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. If you have a need for flexibility then please discuss this with us.

We will consider applications from job share applicants