Job Description

Relationship Support Executive
London, Northampton & Sunderland

As a Barclays Relationship Support Executive, you will provide first class service to our impressive portfolio of Corporate Clients. This is an exciting opportunity for you to build and maintain trust-based relationships, underpinned by deep understanding of the payments industry. Working in partnership with Relationship Managers and multiple areas of the business, you will create and offer the best possible client outcomes by providing guidance, best practice, along with value driving activity.

Barclays is one of the world\'s largest and most respected financial institutions, with 329 years of success, quality, and innovation behind us. We offer careers that provide endless opportunity \xe2\x80\x93 helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.

Working Flexibly
We\xe2\x80\x99re 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\xe2\x80\x99 and clients\xe2\x80\x99 needs. Whether you have family commitments or you\xe2\x80\x99re 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.

Hybrid Working
We are 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. Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?

• Proactively identify process improvements and efficiencies to eliminate customer problems before they arise whilst educating customers on better ways of working
• Proactively manage complex customer operational, financial and technical issues, facilitate on-boarding process, providing data, reporting and insights
• Providing a responsive point of escalation for customer issues, owning and managing through to resolution
• Develop customer relationship plans and monitor levels of customer service and satisfaction based on NPS/CSAT and Barclay\xe2\x80\x99s Group internal satisfaction surveys
• Prepare information for and attend client meetings both alongside Relationship Managers and on an individual basis where required, either virtually or face to face
• Proactively identify opportunities to cross sell products providing solutions to customers\xe2\x80\x99 needs and work with business partners to provide and execute solutions as necessary
• Ensure customer complaints are handled effectively and within Barclays policy and complaint handling targets

What we\xe2\x80\x99re looking for:

• Proven ability to deliver service excellence in technical & operational environments
• Great problem-solving abilities, someone who delights in resolving complex customer queries
• Exceptional communication skills (verbal & written) as well as effective presentation capabilities
• Strong IT skills (Microsoft Office)

Skills that will help you in the role:

• Previous experience working within payments / customer support roles
• Knowledge of payments products, e.g., issuing & acquiring

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.

Northampton was the birthplace of Barclaycard in 1966 and we\'ve been based in Pavilion Drive since the building opened in 1997. We purchased the building from the landlord in early 2018 as a sign of our commitment to investment in Northampton. Plans to further develop this Campus-style location are under way to allow for a real collaborative work environment. Based just off the A45 it is easily accessible by both car and bus routes.
With over 1,700 employees, our Flagship site, Doxford Park in Sunderland, offers many facilities including a discounted gym, the convenience of an ATM and even a Personal Banker who visits regularly to assist all employees with their banking.

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Barclays