Customer Service Representative
Customer Service Representative
Location: Sunderland (hybrid: 2 days in the office)
Duration: 6 months with a potential to go permanent
Pay rate: £12.92/hour
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 begin the contract with a fully paid, eight-week training programme, where you’ll learn about Barclays, banking and the role. This training runs from Monday to Friday, from 9-5pm 3 days onsite. After this, you’ll be fully immersed in the role and team at 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.
Build your skills with Barclays
Barclays’ goal is to deliver an extraordinary customer experience every time. And the Customer Care team are the people that make it happen. Working at the customer contact centre, you’ll connect with customers, resolving their problems and making every customers’ experience a positive one.
Barclays will support you in building your expertise in their products, policies and processes with an initial eight-week training programme. You’ll then be given ongoing support, to help you refine your knowledge and develop your skills. You don’t need call centre experience or financial services expertise, just strong communication skills and a customer-focused approach.
How will you help Barclays’ customers?
Respond to customer queries and provide excellent customer service on behalf of Barclays
Use your initiative to find solutions to customer problems that exceed customer expectations
Work with different communication tools, including telephone and electronic communications, such as email, SMS, Chat
Break down customer queries and draw on a range of information to fully understand the cause, impact and solution
Organise and prepare for each planned customer contact
Ensure vulnerable customers are identified and supported appropriately
Use internal systems to make sure customers’ records are accurately maintained and up to date
The ability to communicate with customers in an easy to understand and efficient way
Attention to detail and high levels of accuracy
Problem solving and decision-making skills
Proven ability to use Microsoft Office tools to a high standard
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.
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.
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.
Barclays is currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. Barclays is flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. Barclays also has a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances
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.