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Behind the scenes in our contact centre

Hello, i’m Connor from the Contact Centre team in Sunderland. I’ve only been here for a few months, but I’ve already seen the benefits of working at Barclays. Every day is different here. You never know who’s going to be on the other end of the phone.

“I prevented a transfer of £10,000 from her personal account to the fake account.”

Quite recently, I had a call through from an elderly lady who had been contacted by someone claiming to be from the bank. She had a feeling that something wasn’t quite right with the information that they were asking for. At Barclays, we’re fully trained on what to look out for in these situations and I pinpointed straight away that this was a common scam that takes place at this time of year. I broke it down to the point where she could then trust me as being genuine and that I was there to help her. In the end, I prevented a transfer of £10,000 from her personal account to the fake account. Everything she had was in that account and I had stopped it from going into the wrong hands.


“I’ve already gained a wealth of knowledge.”

The training that I’ve had here has been great. Before I joined Barclays, I had no knowledge of banking. I came from a retail background, recently graduating from university and knew nothing about the bank but I’ve already gained a wealth of knowledge. My colleagues are extremely helpful – you can turn to anyone at any point if you ever need help. And to ensure we keep up with ever-evolving fraud trends we’re provided with on-going training. I always feel like I’m doing a good job when I’m protecting our customer’s accounts against fraud, it’s such a rewarding part of the role.

Not only have I learnt about banking, but I’ve also grown so much more as a person in terms of people skills and my leadership capabilities, which I honestly didn’t expect. Along with the training we’re given, there’s support every step of the way.

“There’s so much more to do here than I ever expected.”

The environment is buzzing day in day out. We have a team that plans events throughout the year – at Christmas, we have a market put up outside and throughout the summer we have BBQs and summer parties. During our breaks and on lunches, there’s always something going on and we’re regularly planning days out and trips to the cinema; there really is something for everyone. We’ve also got the sports and social club that most people are a part of. There’s so much more to do here than I ever expected.

The colleagues I work alongside are from all different walks of life, different ages, and from every kind of background. To those who are unsure about joining, I would say do it; you’ve got nothing to lose. Joining Barclays is definitely the best decision I’ve ever made. I’ve grown as a person, not only by learning that all-important banking knowledge, but I’ve learned so much in my day-to-day job that I can take into my personal life as well. I’ve noticed that hard work really does pay off and if you’ve got drive and you’re looking for a fulfilling career, then I would say, definitely, Barclays is the way to go.