Specialist Customer Care

1 week ago

Sunderland, United Kingdom Barclays Full time

**Job Title: Specialist Customer Care Associate**
**Location: Sunderland/Hybrid**
**Salary: £23500.00 plus excellent benefits**
**Shifts: Rotating shifts: between 7am and 11pm Monday - Sunday**

As a Barclays Specialist Customer Care Associate you will enhance our digital capabilities with human capability, serving the more complex needs of our customers with a focus on achieving the best outcomes for our customers and clients, providing and experience they will love. This will be achieved through a number of different media channels including but not limited to Proactive, Social Media and Chat functions.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. 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.

**Hybrid Working**
We are currently operating in a hybrid working environment, meaning 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. Please discuss the detail of the working pattern options for the role with the hiring manager.

**What will you be doing?**:

- Working as one team across multiple channels, you will personalise each interaction with a customer on their terms within a multi-channel environment
- Fulfil customer requests, demonstrating professionalism and empathy. Demonstrating knowledge of our processes/policies, and knows when to escalate
- Proactively educate customers and drive digital adoption giving customers confidence in consistently using alternative channels of their choice, at times to suit them
- Investigating emotive and complex customer and client queries, concerns and complaints related to an extensive range of products
- You’ll be working in a high paced environment reviewing relevant information and making decisions and actions autonomously
- Understanding a customer’s financial position through exceptional questioning and tailoring the relevant solution to their needs

**What we’re looking for**:

- Strong communication skills, able to use a range of communication styles
- Proven ability to use Microsoft Office tools to a high standard
- Strong level of knowledge and understanding of our range of products and services
- A genuine interest in the customer, by being customer centric

**Skills that will help you in the role**:

- The ability to communicate with a wide range of customers
- Using insight from social media and up-to-date local knowledge to know about what is happening in our customers’ world
- Ability to work seamlessly as part of a team

**Where will you be working?**
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.

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