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Customer Service Associate

Knutsford, England

Customer Service Overview

Our customer service colleagues are at the forefront of our obsession with customers - and right now our customers need us more than ever. They need colleagues who are understanding, committed, and take ownership of their development. Because when our colleagues are learning, they can adapt to our customers changing needs and support them when they need us the most - from life's little moments to the big ones.

Key information

Date live Jun. 23, 2022

Business Area COO & Functions

Area of Expertise Relationship Management / Sales

Contract Permanent

Reference Code 90334926

Job description

Customer Service Associate 
Clyde Place Lane – Glasgow or Radbroke, Knutsford

As a Customer Service Associate in the Channels Team, you will take ownership of exceptional customer service through investigating complex and emotive customer queries, concerns and complaints relating to an extensive list of Barclays products. You will be the first point of contact for our customers once their complaint is logged through various channels – including telephony calls - using genuine empathy to create effortless service. 

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.

This opportunity is open to flexible working arrangements. Such as working from home, flexible or compressed hours, and part-time options. If you have a need for flexibility, please apply and discuss this with us during the hiring process.

We are currently operating in a hybrid working environment, meaning that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in.  Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?
•    Helping customers via telephone or email communications, ensuring they receive an exceptional experience and outstanding service
•    Recording customer contact accurately on all applicable systems, and responding to customer requests in a timely and professional manner
•    Investigating complex and unique customer queries, concerns and complaints whilst utilizing all resources to assess and evaluate the situation at pace
•    Balancing different viewpoints and customer insight with policies; exercising clear judgement and initiative to reach the right customer outcome that’s within the Bank’s best interest
•    Owning customer complaints and queries from external stakeholders (including the Financial Ombudsman Service and Claims Management Companies)
•    Demonstrating a strong level of competence in our digital products, enabling you to proactively educate customers, and less-experienced colleagues 
•    Liaising with third party providers to ensure the timely return of relevant documents relating to a complaint
•    Supporting your colleagues by coaching, training and sharing knowledge in order to ensure quality excellence from not only yourself, but your wider team

What we’re looking for:
•    Previous experience in Financial Services
•    Exceptional communication skills – both written and verbal, with an excellent attention to detail
•    Previous experience in Customer Service, with the capability to provide exceptional customer experiences
•    Excellent judgement and decision-making skills in order to take ownership of complex customer needs, at pace

Skills that will help you in the role:
•    Previous experience of resolving complaints through a final response letter
•    Experience of Financial Ombudsman Service complaints
•    Strong planning and organisational skills
•    Knowledge of Microsoft packages, including Word, Outlook, Excel and PowerPoint

Where will you be working?
Our new state-of-the-art Campus, right in the heart of Glasgow is a hub of creative collaboration. A place where everyone can bring their true selves to work and reach their full potential. Home to 5,000 of our colleagues, our Tradeston campus will support the community in more ways than one - by creating thousands of new career opportunities and celebrating local artists. A short walk from Central Station on the south of the Clyde, it will be a key location for the Barclays business that will deepen our ties with the city and its communities.

Or, you can be based in Radbroke, Knutsford. The Barclays Technology Campus just outside Manchester is our tech command centre and a vital strategic powerhouse behind our global operations. The campus is set in a 64 acre self-contained site, in a beautiful green environment and it offers unrivalled facilities for work and for play. We have an onsite gym, as well as outdoor tennis, football and cricket areas, as well as onsite restaurant and coffee shops.

What you get in return

However high you rise at Barclays, we believe all our employees should receive a competitive package of core benefits flexible to you and your family’s needs. At Barclays, you’ll support our customers and clients, and we’ll support you with rewards that will genuinely make a difference.

Competitive holiday allowance

Competitive pay

Life assurance

Income protection

Private medical care

Flexible working

Pension contribution

Voluntary benefits

Success profile

Do you have what it takes to join our contact centre team?

We're looking for people with these key traits.

Qualities we look for: understanding, problem solving, ownership, attention to detail

Is this role right for you?

Deciding on your next career step is a big decision, why not take our quiz to find out if this opportunity is right for you?

Take our quiz

The Barclays Way

This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.

Learn more


We exist to provide responsible finance to people and business – but also a whole lot more.


We believe great talent RISES. It acts with Respect, Integrity, Service, Excellence and Stewardship.


We discover our full potential through our desire to Empower, Challenge and Drive each other.

So I'd say expect the unexpected - it's brilliant and every day is different. You need to be adaptable and resilient.

Cass Bailey

Customer Care Team Lead, Sunderland Contact Centre

We believe in taking ownership, it's a big piece of our community - there's always opportunity to champion initiatives or projects when they come up. If you can see a need for something, if you've picked up on something that could be changed, revolutionise the way we do something, or make it more efficient, everyone's really open to those ideas.

Nicola Ingram

Customer Care, Sunderland Contact Centre

If I'm starting a conversation with a customer, in an ideal world, I'll finish it - whether that's a complaint, an application, or trying to help them change their details online, we'll be there from start to finish.

Nicola Ingram

Customer Care, Sunderland Contact Centre

More about working at Barclays