Specialist Customer Care - Fraud (Sunderland Backshifts)

Customer Care Colleague (Fraud)

• Location: Sunderland (SR3 3XW)

• Duration: 6 months (initially). Temporary to Permanent Opportunity

• Hours/week: 35 hours per week.

* AUGUST START DATES*

Contact Centre, Financial Services or Banking experience will be required for this role. Your integrity, communication and empathy is what Barclays is also looking for.

To get you off to a great start, you’ll begin the contract with a 5 week training programme, where you’ll learn about Barclays, banking and the role. 

After this, you’ll join the Barclays team in the Sunderland office, working both in the contact centre and also from home. The working pattern is alternating weeks;

• Week 1:  Monday - Friday 1-9pm

• Week 2: Monday-Friday 3-11pm

5 weeks Training (could be shorter) 9-5 and hybrid with the first week or so in office

Key Responsibilities

• Consistently deliver excellent client experience through various method of  interaction including telephony, chat and written communication

• Demonstrates confidence when handling challenging and complex situations within Mortgages including digital queries and complaints, taking responsibility to investigate and resolve effectively

• Help new customers set up accounts so they can move freely to invest online

• Responsible in ensuring client requests are completed correctly and within agreed time scales whilst adhering to policy and procedures

• Works with a range of internal stakeholders, support functions and third parties to resolve client queries

• Responsible for gathering information and facts in order to make key decisions and judgements with an analytical approach

• Champions continuous improvements, brings forward suggestions, shares best practice and participates fully in team meetings

• Identify and report recurring customer issues to management for process improvement.

• Stay updated on product knowledge, industry trends, and company updates to better assist customers.

Skills

• A strong and empathic communicator able to offer customers a seamless service

• Organised and able manage your customer diary 

• Able to use Microsoft Office tools to a high standard

• A real team player

• Excellent Written and Verbal skills 

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 measures and rewards 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 enrolment 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.