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Date live: 10/15/2020

Location: Stockton-on-Tees

Reference Code: 00274279

Business Area: Barclays UK

Area of Expertise: Compliance

Contract: Temp / Contractor

contact centre overview

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.

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Customer Service Advisor-Queries, 6 month contract
Stockton


As a Barclays Customer Service Advisor, you’ll be required to deliver the highest standard of customer and colleague service in pursuit of resolving customer’s Dispute concerns and providing clear and concise outcomes. You will manage customers with complex servicing matters in a way that appears effortless and supportive while ensuring a great overall Barclaycard experience.
This role has a shift pattern of between 7am and 11pm Monday – Sunday, 35 hours per week. the salary is £21,750 per annum

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?

• You will manage customer dispute cases from end to end, logging the case, gathering information and providing an outcome via inbound customer contact
• Providing updates to customers via inbound customer contact and over all available customer contact channels (telephone, email, written, etc.)
• You will fully utilise all available customer/colleague channels to communicate effectively with your customers
• Acting as a first point of contact for Bereavement calls, to ensure the right level of empathy  is provided to the caller and clear communication of next steps is given

What we’re looking for:

• An expert working knowledge of customer management practice
• Customer service and relationship management skills to deal with external customers on sensitive issues
• Knowledge of back office and peripheral functions, for example fraud, disputes, internet helpdesk
• Knowledge of mandatory regulation requirements, including FCA (Financial Conduct Authority), GDPR (General Data Protection Regulation) and DDA (Disability Discrimination Act)

Skills that will help you in the role:

• Experience of delighting the customer by offering a professional, caring and outstanding level of customer service, whereby an emotional connection with the customer is built
• Striving to exceed customer expectations and being empowered to deal with customer requests at first point of contact
• Using your time efficiently, adhering to personal work patterns and schedules to meet customer demand and ensure you achieve your own objectives
• Commitment to your own in-role development, by continuously developing your own knowledge, skills and competence

Where will you be working?

Situated on Teasdale Business Park, Barclaycard House is bounded by the River Tees and Tees Valley Line. It is a short distance from Stockton-On-Tees Town Centre.

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How are you rewarded?

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.

25 days' holiday

Private medical care

Competitive pay

Flexible working

Life assurance

Pension contribution

Income protection

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

100% Understanding
100% Problem solving
100% Ownership
100% Attention to Detail

"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

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.

Dynamic Working is a flexible approach to working. Dynamic Working empowers each of us to work in a way that suits ours lives, so we can better serve our customers’ and clients’ needs. Whether you have family commitments or you’re a carer; whether you need study time or ‘me’ time, Dynamic Working is designed to help you balance your life.

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