Reporting to the Customer
Service Manager the Customer Service Assistant will be Responsible for day to
day running of customer experience metrics and in reporting/handling of
customer queries & complaints .They shall also support in driving a
customer centric culture through monitoring of Service Level agreements (SLA)
performance & service charters.
EXPERIENCE SUPPORT (35%)
the implementation of world-class Customer experience across all touch
teams to ensure there is coordinated implementation of customer
the Customer Events Calendar for the year.
appropriate toolkits and/or reference guides are available to support
staff in responding quickly to customer needs.
there is execution of continuous update of customer contact
governance, risk, compliance and control in customer service docket.
all our processes adhere to the Consumer Protection Guidelines and TCF
and reporting of Customer Service Performance indicators-SLA’s,TAT and
provision of accurate daily, weekly and monthly quantitative reports
the performance and adherence of all customer service charters
and monitor the implementation of action plans to drive the NPS
,Customer Satisfaction Scores ,Effort score, Mystery shopping, across
the different Business units
inter-departmental service quality assessments and follow through with
for forums to discuss Customer feedback(Internal/External) and manage
the improvement action plans
on the Customer Engagement forums, including Customer Focus Weeks
Execution of customer initiatives across different customer segments
To correspond with customers in consultation with the Team Leaders/
Undertake daily actioning of queries and complaints
Attend to walk in customers and incoming calls streamed to the
customer service desk on a daily basis.
key trends on complaints logged and give recommendations to ensure
Facilitate investigation of complaints and channel them to various
departments or teams for end to end resolution within required timelines.
Deliver excellent and consistent customer service through timely
resolution of queries and impeccable phone service.
with departmental heads where approvals are required
that all teams resolve complaints within the SLA.
& CONTROL (15%)
Maintain records of customer service and daily updates and
correspondences regarding any complaints received.
Submit monthly returns on query & complaints received
Maintain records of walk-in customers and incoming calls and
ensuring timely login on the Complaints and query management system.
Timely review and resolution of outstanding work in progress on a
To perform Weekly, Monthly and Quarterly snap checks
Ensure that all activities and duties are carried out in full
compliance with regulatory requirements, Enterprise Wide Risk Management
Framework and internal Policies and Policy Standards.
Understand and manage risks and risk events (incidents) relevant to
Delivering operational excellence in achieving quality, cost and
service standards on assigned work.
PEOPLE AND TEAM
Constant liaison with the business network and key stake holders to
undertake appropriate measures on complaints and queries assigned on own
Ensure individual performance objectives and measures are agreed
with line manager.
Ensure constant performance discussions with Line manager on
Participate in local events to support local needs, develop
individual and team skills and raise the Barclays profile in the local
Pursue continuous self-development
Proactively drive collaboration with varied stakeholders
(BU/Functional/External) to enrich and enhance the Customer Experience
Strategy and associated deliverables.
Liaise and ensure timely delivery of NPS Action Plans by all
To ensure that the Team Leader is fully assisted in any assignments
and Experience Required:
- Must be a University graduate in any Business
- At least 2 years customer service experience in
insurance and/or Financial Services.
- Professional customer experience qualification
is an added advantage
- Excellent stakeholder management skills
- Relationship Management skills
- Interpersonal skills
- Presentation Skills
- Negotiation and Influencing skills
- Excellent communication skills both Verbal
- Customer handling techniques
- A deep understanding of Customer experience
- Customer service MIS skills
- Knowledge of SLA’s/Service Charters
- Planning and personal organization
- Report writing
be able to interpret and understand complex
verbal and written
and Interaction required:
in own area
outside own area
than staff in own area)
: Internal Support