Customer Care Agent

Customer Care Agent

• Location: Glasgow

• Duration: 3 months

• Hours/week: 35 hours per week - Rotating shift patterns between 7.30am - 8pm Monday - Friday, 9am - 4pm Saturday and Sunday 

No previous banking knowledge is needed. You can apply from retail, hospitality, travel or any customer related industry. Your integrity, communication and empathy is what Barclays is looking for.

To get you off to a great start, you’ll spend the first three weeks learning about Barclays, banking and the role. Alongside formal training sessions, you’ll also gain on the job experience. After this, you’ll be fully immersed in the role and team at the Glasgow office.

Overall Purpose of Role

As the first point of contact for our clients, we are responsible for creating a world class client experience. Our Customer Care Agents are expected to communicate with clients in a confident, professional and knowledgeable manner. They will liaise with both internal and external stakeholders to resolve queries and understand requirements in order to meet client needs. 

This opportunity comes with 3 weeks of excellent training on Smart Investor products. The training will be a combination of Face to Face training and online learning. This will require 100% dedication to take responsibility for an aspect of your own learning, but do not worry there will be lots of Team Leaders to support your learning along the way.  This is an ideal opportunity for those wanting to transition into a Financial services position, or those who are looking to start their career. We look forward to hearing from candidates with any type of Customer Service/ Client relations experience regardless of sector, but not inclusive. Any candidates looking to develop their current experience and thrive on building strong and lasting customer relationships, we look forward to hearing from you.

This role is a 3 month contract role (with the potential to extend or go perm) with a working shift pattern of:

• 9am - 5pm - initial 3 weeks to complete full training in the Glasgow office

• Thereafter rotational shift patterns between 7.30am - 8pm Monday - Friday

• Please note for the middle month of assignment only there will be shifts assigned 9am - 4pm Saturday and Sunday (day off Monday - Friday)

Key Responsibilities

• Consistently deliver excellent client experience through various method of  interaction including but not limited to telephony, chat and written communication

• Demonstrates confidence when handling challenging and complex situations including digital queries and complaints, taking responsibility to investigate and resolve effectively

• Help new customers set up accounts so they can move freely to invest online

• Responsible in ensuring client requests are completed correctly and within agreed time scales whilst adhering to policy and procedures

• Works with a range of internal stakeholders, support functions and third parties to resolve client queries

• Responsible for gathering information and facts in order to make key decisions and judgements with an analytical approach

• Champions continuous improvements, brings forward suggestions, shares best practice and participates fully in team meetings

• Ensures that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards 

• Identify and report recurring customer issues to management for process improvement.

• Collaborate with other team members to maintain a high standard of customer service.

• Stay updated on product knowledge, industry trends, and company updates to better assist customers.

Essential Skills/Basic Qualifications

• A strong and empathic communicator able to offer customers a seamless service

• Organised and able manage your customer diary at the same time as dealing with busy periods of walk-in customers 

• Able to use Microsoft Office tools to a high standard

• A real team player

About Barclays

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations and functional services across the Group.

Values 

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measure and reward the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Diversity

Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals.

Onsite

Colleagues who perform ‘onsite’ roles will spend four or five days a week working onsite, depending on the requirements of their role and business area.  Please discuss the working pattern requirements for the role you are applying for with the hiring manager.  Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business. 

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay (after eight weeks on assignment). You can discuss any special holiday requests, for weddings, graduations or other significant occasions during this initial period with your team leader. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants.