Customer Service Specialist - temp-perm
Customer Service Specialist
Location: Sunderland (hybrid: 2 days in the office)
Duration: 6 months with a potential to go permanent
Pay rate: £13.74/hour
Hours/week: 35 hrs/week
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 BarclaysBarclays’ goal is to deliver an extraordinary customer experience every time. As part of a 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.
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 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 the process and the resolution
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
Experience in a customer-focused role
Proven ability to use Microsoft Office tools to a high standard
Expertise in customer management practices
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.