JOB PURPOSE

•    To deliver exceptional retail business performance through excellent customer servicing, service cash,  query resolution, operational standards, lead generation and transactional processing in a branch.  
•    Receive customer complaints, record it and take all reasonable steps to resolve the complaint in the eyes of our customers.

   
MAIN ACCOUNTABILITIES & APPROXIMATE TIME SPLITS %

Accountability:     Customer Service    Time split:    65%
Outputs:
•    Undertake end to end cashier duties as well as managing timely cash evacuation and balancing of till, ensuring excellent customer service at the counter.
•    Undertake all end to end banking hall duties e.g mailing, plastics, cheque book & statement transactions and processes.
•    Participate in the branch sales initiatives by effective lead generation.
•    Participate fully to ensure that the Magnificent criteria are met in the branch.
•    Identify when & where to refer customers to an appropriate area of delivery for specialist sales help or advice.
•    Own and manage customer queries and complaints by taking ownership and resolving in a timely manner.
•    Deliver world class customer service practices and ensure adherence to Barclays Service standards.

Accountability:     Operational Rigour    Time split:    20%
Outputs:
•    Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit. .
•    Ensure compliance with operational risk & rigour requirements e.g Health & Safety standards, security of premises etc. .
•     Comply with all relevant legislation e.g. KYC, banking code, service standards, fraud prevention and money laundering procedures

Accountability:    Team Working                    Time split:    10%
Outputs:
•    Working with the retail branch team to deliver exceptional business performance
•    . Share knowledge experience and best practice with other team members
•    . Provide cover for other Customer Advisors when required

Accountability:           Self                  Time split:    5%
Outputs:
•    Agree performance development objectives with the team leader.
•    Pursue self development to increase personal effectiveness, acknowledging strengths and areas for development
                         

TECHNICAL SKILLS/COMPETENCIES
Competencies:
•    Good organizational skills
•    Good oral communication skills
•    Networking
•    Team working
•    PC skills
•    Good numeracy and analytical skills
•    Thoroughness
•    Sensitivity
•    Customer focused

KNOWLEDGE & EXPERTISE
Essential
Knowledge
•    A working knowledge and understanding of relevant legislation e.g. KYC, Money laundering, banking code. service standards, health & safety standards etc
•    Working knowledge and understanding of banking cash management procedures
•    An understanding of the outlet's performance objectives growth of sales, risk, rigour, cost control and income contribution . . An awareness of all Barclays Retail products and services to generate leads
•    An understanding of processing center operations e.g. cheque books, statements and plastics

EXPERIENCE & QUALIFICATIONS
Essential
Qualifications
•    Completion of first four AML modules . A level of drive and determination
•    Being able to think on one's own feet
•    Barclays Induction course . Cashier training
•    AML with increased emphasis on world class customer service . KYC & Operational Rigour. Fraud prevention. Organisational skills        
•    Coaching & feedback

ADDITIONAL DETAILS
(of exceptional aspects of demands of the role)
•    May be required to provide cover outside of home branch.
•    The working environment may be highly demanding and challenging.
•    Being able to go out of your way, within Barclays' operational rigour guidelines, for customers to ensure world class customer service in our branches.

BARCLAYS BEHAVIOURS
(of particular importance to this role)
Guiding Principles
•    Winning together
•    Customer Focus
•    Best People
•    Pioneering
•    Trusted   

Additional criteria qualities
•    Drive Performance
•    Grow talent and capability
•    Execute at speed
•    Build Pride and Passion
•    Delight customers
•    Protect and enhance our reputation