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Vulnerability Senior Customer Support Specialist
4 months ago
Northampton, London, Liverpool, or Sunderland
As a Barclays Vulnerability Senior Customer Support Specialist, you'll assist our Advocacy team with some of our most vulnerable customers with a passionate approach to delivering positive outcomes. You'll have a non-judgmental mindset to effectively communicate with those who need our help the most. You'll be resilient and show self-awareness, our colleagues are assisted emotionally with regular check in's. We will consider application from candidates who can travel to one of our main sites in Northampton, London, Liverpool or Sunderland.
Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. We offer careers that provide endless opportunity - helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted
At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, 'anchor', days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). 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.
What will you be doing?
• Providing excellent customer service & responses on behalf of Barclays
• Breaking down issues or customer queries and assimilate a wide range of information to fully understand cause, impact and solution
• Ensuring that all activities and duties are carried out in full compliance with regulatory requirements whilst adhering to relevant Policies & Standards
• Using own judgement and previous experience to resolve issues for customers, following Barclays' defined policies and processes
• Ensuring that all activities and duties are carried out in full compliance with regulatory requirements
• Ensuring vulnerable customers are identified and supported appropriately and handling sensitive issues and messages efficiently to best assist our customers
• Using internal systems to ensure that a customer's records are accurately maintained and are up to date
• Escalating issues and challenges to the Team Leader to achieve the best possible outcome for the customer and the business
What we're looking for:
• Able to deliver exceptional customer interactions in a professional and caring manner
• Excellent communication skills both verbally and in writing, able to gather information and deliver outcomes clearly and effectively, flexing to the customer's needs
• Has a genuine interest in resolving issues for our most vulnerable customers
• Experience of working with those who are most vulnerable and a resilient mindset to help your tackling of these situations
Skills that will help you in the role:
• High emotional intelligence with the ability to show natural empathy and build rapport
• Resilient and able to deal with the unknown, handling highly emotive calls and situations
• Ability to work under pressure, always seeing the task through to the end even when dealing with distressing subject matters
• Passion for helping and leading positive outcomes for our most vulnerable customers
Where will you be working?
Northampton was the birthplace of Barclaycard in 1966 and we've been based in Pavilion Drive since the building opened in 1997. This state-of-the art energy efficient building holds up to 2,500 staff. The office location is perfect for travel from the midlands and London alike as we are based just off the A45, it is easily accessible by both car and bus routes.
With over 1,700 employees, our Flagship Site, Doxford Park, offers many facilities including a discounted gym, the convenience of an ATM and even a Personal Banker who visits regularly to assist all employees with their banking.
Our Wavertree Park site has recently been renovated into a modern contact centre, offering a warm and friendly environment. You will have access to our on-site staff canteen. Our Wavertree Park train station is within walking distance from the site and there are bus links into the Technology Park.
In the heart of Canary Wharf, our headquarters at Churchill Place boasts onsite amenities such as; a gym, staff restaurant and deli bar, and is easily accessible by tube and bus links. With a population of around 5000 staff the atmosphere is second to none with a real buzz being created around the offices within.
#LI-Hybrid
