Customer Quality Outcome and Experience Associate Review

I am responsible for assessing the quality of the end to end customer journey when making a complaint. This involves assessing calls, correspondence and branch contact. The process includes collaborating with the operation to ensure that the customer receives the right outcome in the right way. Feedback is collated for agents and MI collated.

Developed ability to resolve conflict, to understand the balance of team dynamics and how to get the best from the team. I have learned how to work effectively in a virtual team across a variety of functions. I have learned the importance of customer care when marketing a business and the link between this and achieving company objectives

I enjoy the opportunity to network across a large variety of business areas. This has led to me understand more about the business and given me the opportunity to learn from others. I enjoy the interactive nature of study breaks and many of the topics feel very relevant to my working life

Overall, the programme is well organised. However, splitting some modules over two study blocks, two months apart and away from assignment deadlines can prove a bit confusing and is not always the best way to learn. However, lecturers are well organised and sessions overall work well. Travel arrangements are well thought out

My employer is extremely supportive, giving adequate time to complete work. They also are willing to give me opportunities for development that enhance the course as well as providing the necessary data I may need to complete assignments. My employer is committed to ensuring I get the best out of the course

Overall, support is good. Personal tutors can be difficult to reach at times and certain tutors can take time to reply to emails. However, the course leads and administration staff are usually on hand to help. It is not always clear what we can ask for in terms of support and what we can't

The qualification gives me fresh ideas and has proven inspiring. My understanding of my role has improved as well as my ability to identify areas of improvement both for myself and the business. Most modules appear relevant as does the CMI portfolio, which gives us the opportunity to gain competencies to take forward to greater roles

If there are activities, I am not necessarily aware of them. The business does carry out charity days which form part of our objectives. However, any specific networking events are not well advertised in my area of the business. I am unaware of any social activities available on my site specifically.

Yes

Barclays are a family friendly employer. They invest in staff development and there are many opportunities to have a great career. The are flexible and supportive, offering a wide range of benefits. Job satisfaction is a priority and Barclays strive to achieve this. Rewards are, on the whole, very fair.

I would advise people to be prepared for challenges as expectations are high. The focus is on people as well as process so be prepared to develop these skills as well as process. Customer centricity is a key part of the business and this should be of paramount importance to everyone in the business