Customer Care Colleague

Customer Care Colleague

• Location: Hull

• Duration: 6 months

• Hours/week: 28.5 hours per week - Rotational shift patterns between 9an - 3pm Monday - Friday and 9am - 1pm Saturday (day off Monday - Friday)

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 Hull Branch.

Overall Purpose of Role

A Customer Care colleague serves the more complex needs of our customers. This role requires the colleague to build expertise in our products, policies and processes, so that they can support and deliver the right outcome for our customers in the right way. Working across multiple channels, the Customer Care colleague will personalise each interaction with a customer, ensuring the best possible experience is delivered at all times.

• This role is a 6 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 Hull branch

• Thereafter rotational shift patterns between 9an - 3pm Monday - Friday and 9am - 1pm Saturday (day off Monday - Friday)

Key Responsibilities

• Provide excellent customer service & responses on behalf of Barclays

• Use initiative in developing resolutions by telephone, electronic communications (e.g. email, SMS, Chat) or in person, depending on customer preference, ensuring solutions to derive the right outcome and exceed customer expectations 

• Break down complex issues or customer queries and assimilate a wide range of information to fully understand cause, impact and solution. 

• Be proactive in understanding the short, medium and long term customer needs and seek to provide personalised and effective outcomes for the customer and the bank at the first point of contact, handing off to the relevant experts where appropriate. 

• Clearly communicate with other business areas as required to ensure great customer outcomes

• Plan and organise with strong attention to detail in preparing for each planned customer contact

• Seek to maximise their own full potential through inviting regular observation, feedback and coaching from peers and leaders, and by committing to actions under the Performance Framework (including 1:1s, Performance and Development conversations), and sharing of best practise between colleagues.

• Adopt a values based approach when dealing with customers

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements whilst adhering to relevant Policies & Standards - outlined in the Code of Conduct and mandatory training

• Ensure vulnerable customers are identified and supported appropriately

Essential Skills/Basic Qualifications

• Good understanding of the digital environment, to the extent that they can apply this knowledge to proactively support and educate customers to make the most out of our digital/self-service options.

• Demonstrate advocacy for our digital products, enabling the role holder to proactively educate customers and drive digital adoption. To give customers confidence in consistently using alternative channels of their choice, at times to suit them

• Fulfils customer requests, demonstrating professionalism and empathy. Clearly demonstrates knowledge of our processes/policies, and knows when to escalate.

• Being curious and caring, providing a seamless response to customer moments and life events.  

• Understand different types of financial services and products and how they work, both internally and externally. Understanding how everyday products and services can help our customers now and in the future, and how they are the most appropriate for their needs.

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 enrollment 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.