Several Customer Experience Executive Job Opportunities – Barclays Bank UK

Organisation: Barclays
Bank UK
Duty Station: Luwum
Street, Kampala, Uganda
Reports to:
Branch Manager
About Barclays UK:
Barclays is a
British multinational banking and financial services company headquartered in
London. It is a universal bank with operations in retail, wholesale and investment
banking, as well as wealth management, mortgage lending and credit cards. It
has operations in over 50 countries and territories and has around 48 million
customers. As of 31 December 2011, Barclays had total assets of US$2.42
trillion, the seventh-largest of any bank worldwide.
Job Summary:   The Customer Experience Executive – Garden
City will drive and deliver exceptional Retail business performance, through
the provision of influential and consistent leadership; efficient business
management; team development and achievement of operational excellence in one
of Barclays Africa Key Value Creating flagship Branches.
Key Duties and Responsibilities: 
Customer Service
Championing:  35%
  • Induct, develop and support a high performing front line team
    through embedding performance development and coaching to drive customer
    service. Ensure that team members receive coaching and feedback in order
    to develop to achieve the customer service agenda.
  • Review and analyze service measurement scores and agree actions to
    improve with branch team.
  • Motivate colleagues and ensure they are recognized through the
    Barclays Africa recognition schemes
  • Pursue your own development to increase personal effectiveness and
    acknowledge strengths and areas of development.
  • Organize Monthly meetings with the branch team to provide holistic
    feedback on Service performance and meet regularly with Line Manager/key
    stakeholders to discuss new developments, issues arising and any relevant
    team matter.
  • It is your role to ensure that our people and service they provide
    become and continue to be the winning differentiator.
  • In a way you lead, be a role model for your colleagues, do things
    whole heartedly; communicate with passion and embrace change as a way of
  • Manage daily attendance levels within the branch in accordance with
    HR policies.
  • Provide honest, direct and constructive feedback to others.
Management: 40%
  • Work closely with the team to achieve set sales & service
    objectives through in-branch business development activities, effective
    Banking Hall management; proactive customer interaction and providing
    feedback to the team.
  • Ensure that merchandising materials are displayed in accordance with
    TCF guidelines monitor stock levels and feedback requirements to
    respective Merchandising Coordinator. Brief Staff on promotional and
    product launches; provide regular feedback on customer responses and
  • Ensure that the look and feel of the branch is up to Barclay’s
    standards and engage respective stakeholders for remedial actions where
    branch is not compliant.
  • Through effective banking hall management ensuring that customers
    are directed to the most appropriate service delivery channel to meet
    their needs; provide leads as per targets agreed with Branch Manager to
    improve business performance.
  • Own and manage the customer queries and complaints end to end
    process, resolving and responding to customer issues in a timely manner as
    per policy guidelines to ensure the provision of seamless world class
    customer service.
  • Continuously measure and monitor agreed Service Standards by
    completing and maintaining a balanced score card for the branch e.g.
    Account opening/Loan TAT, complaints handling, mystery shopping, survey
    statistics, cheque book processing, ATM processing, Queue time etc.
  • Analyze and review performance MI to assist in evaluating the
    efficiency of the team and agree actions for service Improvement.
  • Monitor the changing needs of the customers, liaising with internal
    and external customers to identify areas of improvement and make
    recommendations for service improvements and implementing those
    improvements to the satisfaction both internal and external customers.
  • Come up with and effectively roll out initiatives to improve the
    customer’s experience, create customer retention & loyalty and Teams’
    business performance.
  • Undertake appropriate snap checks, taking remedial action where
  • Ensure 100% compliance and adherence to Complaints Handling and TCF
    policies and agreed Service Standards to ensure satisfactory/green audit
    for the branch. Ensure staff training and accreditation is completed
  • Support Line Manager to achieve adherence to other compliance
    requirements e .g Health & Safety standards, security of premises,
    money laundering,  IT security, BCM,
    Data Privacy & Records Management
  • Support the branch in the account opening process and ensure full
Administration: 10%
  • Provide cover for Branch Manager/ Branch Operations Manager when
  • Provide honest, direct and constructive feedback to others to
    achieve exceptional service and business performance.
  • Share knowledge, experience and best practice with team members and
    colleagues within the business.
  • Work cross functionally with the key service providers/stakeholders
    to ensure seamless service to customers.
Community: 5%
  • Be involved in local community events and networking opportunities
    (e.g. clubs, meetings, business associations)
  • Identify community initiatives to become involved in and support as
    part of Barclays community initiatives (such as Make a Difference Day,
    Local community initiative, Financial Literacy)
  • Link community initiatives to both business opportunities and
    colleague events
  • Promote community agenda within the branch to build pride within
    colleagues and customers

Qualifications, Skills and Experience:
  • The applicant for the Barclays Bank Customer Experience Executive job
    must be graduate or possess relevant experience to compensate
  • Three years of Retail supervisory experience
  • Knowledge of the Bank’s products, services and policies and ability
    to recognize business opportunities.
  • Proven people management experience with the ability to coach,
    mentor and motivate
  • Good numeracy skills with the ability to analyze and interpret KPIs
    and to use them to improve performance
  • Excellent group dynamics with ability to identify training needs and
    support continuous development.
  • Strong communications skills with the ability to communicate and
    influence at all levels
  • Understanding on how to set targets and incentives/initiatives to
    drive performance.
  • People Management
  • Coaching and Training Skills
  • Written and verbal Communication and Presentation skills
  • Business Management/Financial Management
  • Performance Management
  • Resource Management
  • Cultural and Change Management
  • Planning
  • PC Skills
  • Decision Making Skills
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:
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