Customer Care Colleague Disputes

Customer Care Colleague Disputes

Location: Sunderland (4 days in the office per week with a view to increase)

Duration: 12 months

Hours/week: 35 hrs/week

No previous banking knowledge is needed. We are looking for experience in a call centre or in a customer-focused role, but this can be from retail, hospitality, travel or any customer related industry.

To get you off to a great start, you’ll begin the contract with a four-week training programme, where you’ll learn about Barclays, banking and the role. This initial training runs from Monday to Friday, from 9-5pm.

After this, you’ll join the team in our customer call centre, which operates from Monday to Sunday, between 7am and 11pm. You’ll work 35 hours a week during these hours. Initially, this will be a hybrid role, where you’ll work at home and onsite in the call centre. As COVID restrictions are lifted you will move to the office full-time.

At Barclays, our goal is to deliver an extraordinary customer experience every time. As part of our specialist customer service team, you will make this happen and create moments that matter to customers. You’ll use your customer service know-how to deal with more complex problems, helping customers in sometimes difficult situations, such as bereavement or handling complaints.

Working across different communication channels, including inbound and outbound calls, emails and chat, you will listen, understand and use your skills to find the right solution.

We’ll build your expertise in our products, policies and processes with an initial four-week training programme. Then we’ll provide ongoing support, to help you refine your knowledge and develop your skills. You don’t need any banking knowledge, just experience in a call centre or customer facing role.

 How will you help Barclays’ customers?

• Respond to customer queries and provide excellent customer service on behalf of Barclays.
• Handle end to end Complex Query Management, from logging to resolution.
• Investigate the problem to reach the right outcome for the customer.
• Communicate with customers and ensure they understand. 
• Work with different communication tools, including inbound and outbound customer calls, emails, letters, Chat.

  Skills:

• Attention to detail and high levels of accuracy.
• Problem-solving and decision-making skills.
• The ability to communicate with customers in an easy to understand and efficient way.
• Experience in a customer-focused role.
• Proven ability to use Microsoft Office tools to a high standard.
• Expert working knowledge of customer management practices.

 About Barclays

Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our 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 our service company which provides technology, operations and functional services across the Group.

Our Values 

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

Our Diversity

We aim 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 our vision and goals.

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrollment in a pension plan (after 12 weeks on assignment) and holiday pay. 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.