FCS Customer Experience Analyst
Bournemouth and Glasgow

As a Barclays FCS Customer Experience Analyst, you will provide exceptional customer and client experience by effectively engaging with customers and clients on their terms within a multi-channel environment. Within this role, you will investigate customer and client queries, concerns and complaints related to a range of products and services to comprehend the cause, impact, and solution via the telephone.

Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

What will you be doing?

• Investigating customer / client queries, concerns, and complaints
• Identifying and agreeing the right solution for the customer / client, using your ability, and acting as a point of expertise
• Involving customers / clients in determining outcomes that are best for them, understanding their short, medium and long term needs
• Providing exceptional customer / client experiences by being professional, caring and taking ownership when delivering outcomes and keeping promises
• Identifying customer / client emotional states and managing the customer / client interaction confidently and assertively, particularly with challenging conversations
• Contacting customers via the telephone for additional information

What we’re looking for:

• Good knowledge of Service Level Agreements and escalation procedures
• Experience in delivering exceptional customer / client interactions in a professional and caring manner
• Natural empathiser with the willingness and ability to comprehend others point of view and to build rapport with customers /clients
• Attention to detail

Skills that will help you in the role

• Previous experience in a telephony role
• Experience of working in a high-pressure customer service environment or a deadline driven environment with Service Level Agreements and targets

Where will you be working?

The Bournemouth Wealth Office is located between Bournemouth and Poole with Sandbanks beach no more than 500 metres from the front door. We have a significant number of restaurants and sports clubs locally which make this a great office to work in. We work very closely with our BUK colleagues and share the growing Barclays Eagle Lab on site. This creates significant interest across the region and provides an opportunity for the teams to get together regularly.

Our new state-of-the-art Campus, right in the heart of Glasgow is a hub of creative collaboration. A place where everyone can bring their true selves to work and reach their full potential. Home to 5,000 of our colleagues, our Tradeston campus will support the community in more ways than one - by creating thousands of new career opportunities and celebrating local artists. A short walk from Central Station on the south of the Clyde, it will be a key location for the Barclays business that will deepen our ties with the city and its communities.



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