Barclays Bank Administration Jobs – Customer Service Advisor

Organisation: Barclays
Bank
Duty Station:  Kampala,
Uganda
Reports to: Head of
Front End Services
Job Summary: The Customer
service advisor will work on the improvement of customer overall experience
front end channels through;
  • Working as primary contact for customers
    visiting Head office (Reception)
  • Be the integral member of the Customer Service
    Team
Key Duties &
Responsibilities:
1.      Service
Improvement  –  70%
  • Champion and promote
    the delivery of an excellent and consistent customer service and
    sales experience for customers ensuring that all processes defined by the
    business are customer centric
  • Support management in the planning, and
    launch of all customer service initiatives and projects across all
    business channel.
  • Provide ongoing feedback on customer
    service to all levels
  • Proactively generate customer interest in
    products and services, either by face-to-face or telephone contact,
    ensuring appropriate follow up and  closure of lead by assigned
    sales person
  • Identify and solve problems for potential
    and existing customers highlighted through, interaction with front end
    staff, CSAT calling program and/or the complaint or query handling process
  • Assist Customer Service Quality to conduct
    customer surveys (i.e. CSAT calling, Mystery shopping and
    independent/outsourced surveys)
  • Complaint and query management following
    the Bank’s policies and procedures. Proactively and reactively deal with
    customer complaints and queries, engaging stakeholders as appropriate
  • Achieve and seek to exceed all agreed
    servicing targets.
  • Be an active member of the Customer
    Service team, supporting Frontline staff and others in the delivery of
    excellent customer service.
  • Implement quality checking at front end
    channels (branch, ATM, Internet banking etc) to reduce customer
    complaints. Identify primary causes of complaints and coordinate with
    affected stakeholders to eliminate core causes of complaints.
2.     Business
Support  – 20%
  • Responsible for recording and maintaining
    personal and business performance records as required
  • Embrace and support the management of
    change.
  • Update/maintain Customer Information
  • Adhere to rules relating to controls and
    compliance.
  • Regular communication with Front end Teams
    to set and review achievements of performance targets, etc.
  • Work effectively with colleagues across
    the business (front end and back office) to ensure high level customer
    service is provided at all times and to maximize sales opportunities
3.     Developing
Capability  – 5%
  • Provide active and inspiring support to
    front end staff in-country.
  • Be a visible advocate of service for the
    channel, role modeling all behaviors as related to customer service.
  • Undertake continuous development of self
    and proactively share learning with others.
  • Challenge and/or provide challenging
    performance and development feedback to front end and customer service
    team regularly.  
  • Identify and plan succession roles for own
    role with supporting development plans
4.     Reporting
and Control – 5 %
  • Ensure necessary regulatory and compliance
    requirements related to service are strictly adhered to by front end
    teams/channels
  • Provide ongoing feedback on current status
    of service initiatives & customer service levels to the business,
    suggesting improvements or new programs where appropriate.
  • Support Head of Front End to ensure the
    Branch parenting program is effective.
  • Oversee, Monitor and Report on Key
    Performance Indicators for front end services as required
 Qualifications, Skills &
Experience:
  • The applicant should have knowledge of the
    challenges faced by a range of different customers and an awareness of
    wider bank issues and policies affecting front end service
  • In-depth knowledge of the products and
    services offered to our Retail customers
  • Working knowledge of core corporate
    products.
  • Good knowledge of Bank’s internal systems
  • Prior experience in a service environment
  • Excellent oral and Communication skills
    (oral, telephone and written)
  • Influencing skills.
  • Interpersonal skills.
  • Keyboard/PC skills (basic).
  • Team working.
How to Apply:
If you feel challenged by any of the above positions, and believe you
can deliver on key deliverables as outlined above, upload your application
letter, current curriculum vitae and photocopies of academic certificate to our
recruitment website detail below:

https://barclays.taleo.net/careersection/2/moresearch.ftl?lang=en_GB

Barclays is an equal opportunity employer that recruits, develops and promotes
people on merit, and rewards outstanding performance, regardless of background
and gender.
For queries contact us on 0417122453 or
email: barclays.uganda@barclays.com

Deadline:  19th July,
2013
For More Ugandan Jobs, Please Visit https://www.theugandanjobline.com   or
find us on our facebook page https://www.facebook.com/UgandanJobline

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