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Technical Customer Service Associate

Northampton, 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 May. 10, 2022

Business Area COO & Functions

Area of Expertise Relationship Management / Sales

Contract Permanent

Reference Code 00277635

Job description

Job:              Customer Service Associate  
Location:     Northampton
Salary:         £23,500 per annum + Excellent Benefits 
Shifts:          Monday – Sunday  – 7am to 11pm


As a Barclays Technical Customer Service Associate you will take ownership of an exceptional customer and client experience and strengthen relationships by effectively engaging with customers and clients on their terms within a multi-channel environment. The role will investigate emotive and complex technical customer and client queries, concerns and complaints. Working proactively and collaboratively with other colleagues across the Barclays Group, you will deliver great customer outcomes to create advocates of Barclays.

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.

What will you be doing?
• Connecting emotionally with customers / clients to engage in their story & by being passionate about what their passionate about, creating moments that matter
• Interacting with customers / clients, in an engaging way that demonstrates open-mindedness, actively listening/being genuinely curious, flexing your style to reflect customer 
• Investigating customer / client queries, concerns & complaints whilst withholding judgement, using conversation cycle & role modelling mutual respect
• Embracing the freedom to identify and agree the right solution for the customer / client, using your ability and your licence to wow
• Thinking and acting customer, involving customers / clients in determining outcomes that are best for them, understanding their short, medium and long term needs
• Investigating technical and complex customer /client queries concerns and complaints on a range of products/journeys such as Fraud, Mortgages, Stockbrokers. 
• Taking ownership of technical and complex customer complaints and those where litigation may commence and respond to external stakeholders 
• Supporting leaders with high profile and complex/technical customer scenarios where the business is struggling to find solutions, through collaboration across group colleagues
• Ensuring the voice of the customer / client is always heard by actively identifying root causes of customer / client concerns and complaints and capturing accurate information

What we’re looking for:
• Ability to balance different viewpoints, customer / client insight and policies to reach the right customer and Bank outcome
• Excellent planning and organisational skills with a strong attention to detail in preparing for each contact and approaching each investigation using own judgement to balance with pace
• Strong communication skills, both verbally and in writing, to deliver positive impactful communication needed to gather information and clarify circumstances
• Ability to take the heat out of challenging situations, remaining in control and empathetic to move the conversation on and find common areas of agreement


Skills that will help you in the role:
• Excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice
• Ability to work individually and under pressure
• Experience in delivering exceptional customer / client interactions in a professional and caring manner
• Natural empathiser with the willingness and ability to understand others point of view and to build rapport with customers /clients

Where will you be working?
Northampton was the birthplace of Barclaycard in 1966 and we've been based in Pavilion Drive since the building opened in 1997. This state-of-the art energy efficient building holds up to 2,500 staff. The office location is perfect for travel from the midlands and London alike as we are based just off the A45, it is easily accessible by both car and bus routes.


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

Purpose

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

Values

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

Mindset

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