Customer Service Support Associate

Customer Service Support Associate

Location: Glasgow

PAYE only

Length: 6 Months

Overall purpose of role

To take ownership of exceptional customer service and strengthen customer relationships by supporting the investigation of complex and emotive customer queries, concerns and complaints related to an extensive range of products to deliver great customer outcomes, working proactively and collaboratively with other colleagues across the Barclays group.

About Client and Customer Experience

A banking revolution is happening, and it’s happening right here at Barclays. The Client and Customer Experience (C&CE) team comprises of 6,000 colleagues across over 20 locations globally who work collaboratively to challenge banking in the UK and become the bank of choice for our customers and clients.

About Team Advocacy

Team Advocacy is a passionate team of problem solvers who are collectively empowered to achieve the right outcome in the right way for our customers, creating advocates of Barclays. We are a strong team of 4000 customer obsessed experts who work with a smart technology to focus on exceeding expectations and turning customers into loyal fans.

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives. If you have a need for flexibility then please discuss this with the Hiring Manager.

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Key Accountabilities

• You are the link between the customers and the business, so you have to connect with our customers open-minded, while keeping them engaged, by exceeding expectations, therefore ensuring a positive customer experience.
• Support colleagues in ensuring complaints are fully prepared for investigation in line with Financial Conduct Authority requirements and Financial Ombudsman Service guidelines.
• Always search for areas of improvement, and support the implementation of changes into the team.
• Be the point of contact to answer queries from other stakeholders’ to assist complaint resolution.
• Ensure that all activities are carried out in compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

The person we are looking for:

• Strong planning and organisational skills with attention to details
• Ability to manage a number of tasks simultaneously and deliver within tight timescales.
• Able to build effective relationships and work collaboratively with others.
• Strong team player, and able to support a culture of individuality, fun and the sharing and embedding of best practice.
• Good communication skills both verbally and in writing.
• Knowledge of Microsoft Office packages

We are an equal opportunity employer and we are opposed to discrimination on any grounds

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.

Our Benefits

Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. Where appropriate, and for UK based roles, we will consider requests that the role be based at alternative Barclays’ key UK location from that advertised.

Dynamic working

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives. If you have a need for flexibility then please discuss this with the Hiring Manager.

Our dynamic working programme has been set up to help Barclays colleagues achieve an optimal work/life balance. Arrangements we offer range from working at home and changing regular hours to taking career breaks. Our Dynamic Working initiatives support colleagues at all stages of their lives, helping them with parenthood, caring, further studies and hobbies.