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.
Jun. 23, 2022
COO & Functions
Relationship Management / Sales
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.
Do you have what it takes to join our contact centre team?
We're looking for people with these key traits.
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.
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.
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.
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.
Customer Care, Sunderland Contact Centre
More about working at Barclays
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Respect: We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.
Integrity: We operate with honesty, transparency and fairness in all we do.
Service: We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence: We champion innovation, and use our energy, expertise and resources to make a positive difference.
Stewardship: We prize sustainability, and are passionate about leaving things better than we found them.
Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.
We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a Carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility then please discuss this with the hiring manager.