Customer Care Leader
Barclays
مجموع سنوات الخبرة :16 years, 10 أشهر
Data Analysis and Business Improvement
· Carry out thorough and detailed investigations into complex financial information, highlighting trends and anomalies to identify root causes of problems and issues.
· Reduce potential misunderstandings and ambiguity through creating clear change and reports to the leadership team, ensuring that decisions are made on appropriate information.
· Created a mentoring and coaching program to support customer facing colleagues through changes in the business model, building confidence in the handling of a wide range of clients and issues.
· Advice and guide local branch management on customer security, operational change and transition, marketing and client communications.
Leadership and Development
· Create or enhance the processes to make the leadership team more efficient and effective, by preparing and delivering presentations.
· Improve the effectiveness of the local leadership team in the prevention of fraud and associated customer protection through providing advice and guidance on potential threats based on information gained from internal and external specialist sources.
· Champion the marketing of the business in North East London, to build a positive business Culture for our clients and achieve our business priorities.
· Maintain a working relationship with the operational team, to reinforce vision & training guidelines. Responsible for ensuring all communications are delivered within timescale.
Client Relationships and Complaints Handling
· Ensure client complaints are in accordance with company’s procedures and are handled within the regulatory timescale.
· Successfully improve the customer experience through initiating communication with individual clients to understand the causes of problems, working with customer facing teams to highlight issues raised and provide guidance on improving customer interaction with the bank.
· Provide support and guidance to colleagues on complex complaints which require team leader to make a decision if escalation is required.
· Meeting the standard required by the bank to ensure the quality of notes are reviewed prior to submitting, this allows me to check the accuracy of the work.
Projects and Programmes
· Conduct performance reviews and contribute to performance feedback for staff, to develop colleagues through coaching & mentoring
· Champion the fraud element of the business for North East London, Preparation of project related to workstream & to deliver in operational meetings.
Leading inbound calls performance project, support the delivery & achieving branch objectives. which consist of data analysis & managing accuracy.
As the Operational Leader of the branch my responsibility is to:
coach, develop and provide training to staff
monitor customer service and deal with any complaints in a timely manner
prepare and conduct 121 meetings with allocated staff
monitor branch service calls and ensure feedback is given to the team
As a Customer Accounts Manager, my role was to promote Nationwide products thus contributing towards the overall branch targets. In addition, I had to:
develop and maintain relationships with customers
demonstrate good organisational and management skills
motivate other members of the team
working in a professional manner to being able to work under pressure
ensure all customer issues are dealt in an efficient, professional manner
conduct strategic customer account reviews regularly with each customer to validate service needs
The above will not allow me to update my College qualification, so please ignore the grades stated above. I have highlighted the correct Grades below Course - IT Practitioner Grades - Distinction Merit and Merit