Alex Rowlands-Owen

At Barclays I have been working within the Business Banking Team, supporting our customers with all day-to-day queries and solutions, endeavouring to provide an excellent and professional service through an inbound telephony based role. During my time I have serviced many customers, addressing all types of problems and vulnerabilities, and also ensured each account is being utilised to its fullest potential. Last year (2024) I managed to achieve a score of outstanding which I'm extremely proud of. Below are some examples of activities performed on a regular basis:

• Handling inbound enquires/issues for all business customers, such as suspected fraud, digital banking access, payments etc.
• Gathering information and collaborating with different departments efficiently to provide resolutions.
• Identifying and raising customer disputes for unauthorised/fraudulent transactions, as well as reassuring them of their account security.
• Fulfilling all customer requests whilst demonstrating professionalism and empathy to ensure they feel valued.
• Mitigating risk by ensuring that I'm on top of QA processes such as ID&V, customer vulnerability and dissatisfaction.

During my time at Housing Plus Group, I worked closely with my team to help implement a governance framework for all projects, ensuring all Project Managers adhere to the new process. That allowed all projects to run smoothly, maintaining a high level of consistency throughout.

My main role was to ensure all inflight projects are working towards their target deadlines, as well as confirming any changes made to specific timelines are reflected in the Project Roadmap.

Another key aspect of my role was chairing senior management team meetings on a regular basis, taking the notes and following up with the actions post each meeting. Note taking is something I excel in and have always been trusted to do.

I also created Weekly and Monthly reports that allows each PM to give a detailed update on their Projects and all workstreams. I then store these away on our team SharePoint site and update the Executive Team with any important information relevant to them.

I believe that this job role has allowed me to further improve my IT and communication skills, having worked so closely with a wide range of colleagues across the business, as well as rewarding me with a sense of independence and added responsibility which has only improved my confidence and ability to carry out tasks. I am constantly looking to learn in any way I can and that is why I strongly believe I would be a key asset to any team.

At X Tag, my role began in 2018. I was the first point of contact for our clients, resolving all problems and answering any queries effectively.

I have been recognised for my efforts over time, with my manager awarding me with several pay rises over the course of my employment. Due to the success in my role, I was also given the opportunity to grow by shadowing colleagues in other roles such as Project Support/Implementation. I took a liking to this role and was eventually given the task of onboarding clients and supporting with other projects which I carried out professionally on more than one occasion.

During the uncertain times caused by the global pandemic, we were forced into administration in October 2020. In this time, I was given tasks outside of my job role which I handled with a high level of professionalism and skill. Once we were acquired a month a later by the leading tech company Plentific, I was tasked with training their current customer service staff on the X tag product, delivering product demonstrations and acting as a super user when training them up on our own customer service processes.

See below some additional information on my job role and the skills I developed along the way:

• Delivered product training to new and existing clients.
• Salesforce trained and experienced.
• Delivered in-depth training to users, imparting knowledge of best practices for using available data and minimising errors.
• Met all customer call guidelines including service levels, handle time and productivity.
• Completed my Level 2, 3 and 4 Business Administration NVQ.
• Leading internal and external calls efficiently.
• Adapting to new roles and responsibilities through company administration.
• Follow an implementation plan, sticking to strict timelines and updating them regularly.
• Project support.

• Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
• Completed continuing education and training programmes for professional development.
• Guaranteed positive customer experiences and resolved all customer complaints.
• Obtained information to resolve customer inquiries.