Specialist Customer Care Colleague

Specialist Customer Care Senior Agent

• Location: Manchester, 4 Piccadilly Place (5 Days onsite)

• Duration: 3 months

• Hours/week: 35 Hours Per Week

• Monday - Friday - 9am-5pm or 8am-4pm

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 team at Manchester

Overall Purpose of Role

A Specialist Customer Care colleague serves the more specialist/complex needs of our customers. This could depend on the customer type, or life situation they are experiencing.

Specialist Customer Care colleagues are expected to work across multiple channels and personalise each interaction with a customer. They will have an enhanced level of specialist competence and expertise in our products, policies, and processes, in addition to enhanced conversational skills, so that they can support and deliver the right outcomes.

Key Responsibilities

• Provide excellent customer service & responses on behalf of Barclays to create excellent customer satisfaction and positively influence NPS scores

• Accountable for own performance, to best contribute to team deliverables. Proactively identify learning opportunities to ensure continuous improvement. Complete mandatory training to ensure knowledge remains up-to-date. Invite 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.

• Ensure that the quality of tasks performed by yourself and others you closely work with are maintained to a high and consistent standard, to ensure that solutions are offered to our customers are accurate and delivered in a timely manor

• 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. Be able to handle sensitive issues and messages efficiently to best support our customers

• Correct use of internal systems to ensure that a customer’s records are accurately maintained and are up to date

Essential Skills/Basic Qualifications

• Experience of operating in a customer-obsessed role

• Experience of building relationships through good rapport, trust, interpersonal skills and anticipating needs of our customer

• Ability to use own judgement and previous experience to resolve issues for customers, have the ability to assess options and the validity of these, following Barclays’ defined policies and processes.

• Understand, promote and support customer adoption of digital offerings

• Understand the different product/solutions offerings and confidently able to explain these and use my knowledge & skills to tailor solutions

• Proven ability to adapt to systems and tools, using them to a high standard and can quickly adapt to different customer scenarios and life events and provide great customer outcomes

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.