Technical Customer Service Associate

**Job: Customer Service Associate**
**Location: Liverpool**
**Salary: £23,500 per annum + Excellent Benefits**
**Shifts: Monday - Sunday - 7am to 11pm**

As a Barclays Technical Customer Service Associate you will take ownership of an exceptional customer and client experience and strengthen relationships by effectively engaging with customers and clients on their terms within a multi-channel environment. The role will investigate emotive and complex technical customer and client queries, concerns and complaints. Working proactively and collaboratively with other colleagues across the Barclays Group, you will deliver great customer outcomes to create advocates of Barclays.

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.

**What will you **be doing?**:

- Connecting emotionally with customers / clients to engage in their story & by being passionate about what their passionate about, creating moments that matter
- Interacting with customers / clients, in an engaging way that demonstrates open-mindedness, actively listening/being genuinely curious, flexing your style to reflect customer
- Investigating customer / client queries, concerns & complaints whilst withholding judgement, using conversation cycle & role modelling mutual respect
- Embracing the freedom to identify and agree the right solution for the customer / client, using your ability and your licence to wow
- Thinking and acting customer, involving customers / clients in determining outcomes that are best for them, understanding their short, medium and long term needs
- Investigating technical and complex customer /client queries concerns and complaints on a range of products/journeys such as Fraud, Mortgages, Stockbrokers.
- Taking ownership of technical and complex customer complaints and those where litigation may commence and respond to external stakeholders
- Supporting leaders with high profile and complex/technical customer scenarios where the business is struggling to find solutions, through collaboration across group colleagues
- Ensuring the voice of the customer / client is always heard by actively identifying root causes of customer / client concerns and complaints and capturing accurate information

**What we’re looking for**:

- Ability to balance different viewpoints, customer / client insight and policies to reach the right customer and Bank outcome
- Excellent planning and organisational skills with a strong attention to detail in preparing for each contact and approaching each investigation using own judgement to balance with pace
- Strong communication skills, both verbally and in writing, to deliver positive impactful communication needed to gather information and clarify circumstances
- Ability to take the heat out of challenging situations, remaining in control and empathetic to move the conversation on and find common areas of agreement

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

- Excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice
- Ability to work individually and under pressure
- Experience in delivering exceptional customer / client interactions in a professional and caring manner
- Natural empathiser with the willingness and ability to understand others point of view and to build rapport with customers /clients

**Where will you be working?**
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.