Organisation: Barclays Bank
UK
UK
Duty Station: Uganda
Reports to: Team
Leader/Centre Manager
Leader/Centre 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.
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 Call
Centre Advisors will support Barclays Bank through the provision of excellent
service to all customers about product information, real time resolution of
customer queries, complaints, handling and
identification of customer needs through leads generation.
Centre Advisors will support Barclays Bank through the provision of excellent
service to all customers about product information, real time resolution of
customer queries, complaints, handling and
identification of customer needs through leads generation.
Key Duties and Responsibilities:
·
Inbound and Outbound Calling: Own the
resolution of customer queries by responding to their requests at the first
instance using all the bank’s systems available.
Inbound and Outbound Calling: Own the
resolution of customer queries by responding to their requests at the first
instance using all the bank’s systems available.
·
Managing Customer Complaints: Log all calls
received on the query management system (BOC) indicating customer and query
details as required.
Managing Customer Complaints: Log all calls
received on the query management system (BOC) indicating customer and query
details as required.
o The Call Centre
Advisors will ensure that calls logged correspond to calls received (number of
calls) on a daily basis.
Advisors will ensure that calls logged correspond to calls received (number of
calls) on a daily basis.
o Collate
customer responses to all questions pertaining to out-bound calling, log to
BOC/ complete the Excel sheet and submit to the Contact Centre Team leader/MI
team as per laid down procedures.
customer responses to all questions pertaining to out-bound calling, log to
BOC/ complete the Excel sheet and submit to the Contact Centre Team leader/MI
team as per laid down procedures.
o The incumbent will
also ensure that all the details pertaining to customer complaint is obtained
from the customer, log all required details into the bank’s complaint
management system (BOC) and follow up for resolution of all complaints that can
be resolved at First Point of contact.
also ensure that all the details pertaining to customer complaint is obtained
from the customer, log all required details into the bank’s complaint
management system (BOC) and follow up for resolution of all complaints that can
be resolved at First Point of contact.
o When receiving
calls from customers or potential customers requesting information on the
bank’s products identify the product requirement and the branch a customer
would choose to deal with.
calls from customers or potential customers requesting information on the
bank’s products identify the product requirement and the branch a customer
would choose to deal with.
o Arrange for the
in-branch Customer Advisor to contact the customer and follow-up whether this
has been done at the agreed time.
in-branch Customer Advisor to contact the customer and follow-up whether this
has been done at the agreed time.
·
Identification of Sales Leads: Based on a
database provided, and a formalized script, call Customers as requested so as
to support the business in achieving its goals.
Identification of Sales Leads: Based on a
database provided, and a formalized script, call Customers as requested so as
to support the business in achieving its goals.
·
Email Queries/Digital Requests/ Others:
Email Queries/Digital Requests/ Others:
·
Action digital requests i.e. BIR, Hello money within
SLA.
Action digital requests i.e. BIR, Hello money within
SLA.
·
Ensure strict adherence to risk and
compliance:
Ensure strict adherence to risk and
compliance:
o Strictly adhere
to all risk and governance policies and procedures.
to all risk and governance policies and procedures.
o Adherence to
Financial Consumer Protection Guidelines
Financial Consumer Protection Guidelines
o Comply with
Risk and Control Activities and adherences.
Risk and Control Activities and adherences.
o Comply with all
Human Resources policies and procedures
Human Resources policies and procedures
·
Perform any other duties assigned by the Team
Leader/Centre Manager
Perform any other duties assigned by the Team
Leader/Centre Manager
Qualifications, Skills and Experience:
·
The Call Centre Advisors should have some customer service knowledge
The Call Centre Advisors should have some customer service knowledge
·
Excellent communication skills
Excellent communication skills
·
Good telephone etiquette
Good telephone etiquette
·
Good negotiation skills
Good negotiation skills
·
Excellent interpersonal skills
Excellent interpersonal skills
·
Good problem solving skills and ability
Good problem solving skills and ability
·
Decision Making Ability
Decision Making Ability
·
General Business Writing
General Business Writing
·
Skills in Troubleshooting
Skills in Troubleshooting
·
Technical Inclination
Technical Inclination
·
Good organizational and planning Skills
Good organizational and planning Skills
·
Assertive
Assertive
·
Personal initiative
Personal initiative
·
Perseverance
Perseverance
·
Keen attention to detail
Keen attention to detail
·
Good team player
Good team player
·
Friendly personality
Friendly personality
·
Can do attitude
Can do attitude
·
Impeccable level of integrity
Impeccable level of integrity
·
Reliability
Reliability
·
Courteousness
Courteousness
·
Helpfulness
Helpfulness
·
The applicants should ideally be multi-lingual
The applicants should ideally be multi-lingual
·
Computer literacy skills
Computer literacy skills
·
Language proficiency and writing skills
Language proficiency and writing skills
·
Basic knowledge of Financial Industry products
Basic knowledge of Financial Industry products
·
Barclays Products and Service
Barclays Products and Service
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:
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:
Barclays is an
equal opportunity employer that recruits, develops and promotes people on
merit, and rewards outstanding performance, regardless of background and
gender.
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]
contact us on 0417122453 or email: [email protected]
Deadline:
16th August, 2015
16th August, 2015
For More
Ugandan Jobs, Please Visit https://www.theugandanjobline.com
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