Customer Service Associate

**Customer Service Associate**
**Clyde Place Lane - Glasgow or Radbroke, Knutsford**

As a Customer Service Associate in the Channels Team, you will take ownership of exceptional customer service through investigating complex and emotive customer queries, concerns and complaints relating to an extensive list of Barclays products. You will be the first point of contact for our customers once their complaint is logged through various channels - including telephony calls - using genuine empathy to create effortless service.

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.

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?**:

- Recording customer contact accurately on all applicable systems, and responding to customer requests in a timely and professional manner
- Investigating complex and unique customer queries, concerns and complaints whilst utilizing all resources to assess and evaluate the situation at pace
- Balancing different viewpoints and customer insight with policies; exercising clear judgement and initiative to reach the right customer outcome that’s within the Bank’s best interest
- Owning customer complaints and queries from external stakeholders (including the Financial Ombudsman Service and Claims Management Companies)
- Demonstrating a strong level of competence in our digital products, enabling you to proactively educate customers, and less-experienced colleagues
- Liaising with third party providers to ensure the timely return of relevant documents relating to a complaint
- Supporting your colleagues by coaching, training and sharing knowledge in order to ensure quality excellence from not only yourself, but your wider team

**What we’re looking for**:

- Previous experience in Financial Services
- Exceptional communication skills - both written and verbal, with an excellent attention to detail
- Previous experience in Customer Service, with the capability to provide exceptional customer experiences
- Excellent judgement and decision-making skills in order to take ownership of complex customer needs, at pace

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

- Previous experience of resolving complaints through a final response letter
- Experience of Financial Ombudsman Service complaints
- Strong planning and organisational skills
- Knowledge of Microsoft packages, including Word, Outlook, Excel and PowerPoint

**Where will you be working?**
Our new state-of-the-art Campus, right in the heart of Glasgow is a hub of creative collaboration. A place where everyone can bring their true selves to work and reach their full potential. Home to 5,000 of our colleagues, our Tradeston campus will support the community in more ways than one - by creating thousands of new career opportunities and celebrating local artists. A short walk from Central Station on the south of the Clyde, it will be a key location for the Barclays business that will deepen our ties with the city and its communities.

Or, you can be based in Radbroke, Knutsford. The Barclays Technology Campus just outside Manchester is our tech command centre and a vital strategic powerhouse behind our global operations. The campus is set in a 64 acre self-contained site, in a beautiful green environment and it offers unrivalled facilities for work and for play. We have an onsite gym, as well as outdoor tennis, football and cricket areas, as well as onsite restaurant and coffee shops.