Join Barclays as a Senior Service Executive, where you will be part of our dedicated Investment Servicing team. This role is perfect for someone who thrives in a telephony-based environment and enjoys resolving complex client queries. If you have a passion for delivering outstanding service and enjoy problem-solving, we want to hear from you!

As a Senior Client Service Executive, you will be the first point of contact for clients, handling a wide range of client servicing requests over the phone, via email, and through written correspondence. You’ll provide support on investment-related queries, investigate account issues, and ensure a smooth experience for clients. Your role will combine both telephony-based interactions and offline workflows, providing a dynamic and varied working day.

A typical day involves a balance of handling inbound calls from clients and managing a variety of offline servicing tasks. You may find yourself researching and resolving detailed account issues, responding to corporate actions, and coordinating with different teams to bring a client’s request to resolution. The role is fast-paced, highly collaborative, and requires excellent problem-solving skills.

To be successful as a Senior Client Service Executive, you should have experience with:

• Excellent verbal and written communication skills in English.
• Previous experience in a customer service environment.
• Strong time management and organizational skills.
• A proactive and accountable approach to daily workloads.

Some other highly valued skills may include:

• Experience working in a financial services or investment environment (in a hands-on role).
• Coaching experience.
• Prior experience in a telephony-based role.
• Familiarity with corporate actions, client onboarding, or account servicing processes.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role will be based in Glasgow.

Purpose of the role

To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

Accountabilities

• Collaboration across multiple digital channels to personalise each interaction with a customer.
• Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
• Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
• Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
• Support teams within the business operations function as needed, including risk management, compliance and collections.
• Comply with all regulatory requirements and internal policies related to customer care.
• To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.