Job Title: Customer Service Advisor-
BA1 – 00112758
BA1 – 00112758
Organisation: Barclays
Bank
Bank
Duty Station: Kampala,
Uganda
Uganda
Reports to: Head of
Front End Services
Front End Services
Job Summary: The Customer
service advisor will work on the improvement of customer overall experience
front end channels through;
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:
Responsibilities:
1. Service
Improvement – 70%
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%
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%
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 %
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
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:
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: [email protected]
Deadline: 19th July,
2013
2013
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