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Specialist Customer Care

4 months ago

Sunderland, Tyne & Wear, United Kingdom Barclays Full time

Customer Care Colleague (Disputes)

  • Location: Sunderland (SR3 3XW)

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

  • Hours/week: 35 hours per week.

No previous banking knowledge is needed. Contact Centre experience is preferred, however you can apply from retail, hospitality, travel or any customer related industry. Your integrity, communication and empathy is what Barclays is looking for. This role is essential in providing personalised, high-quality customer service across multiple channels and ensuring all customer needs are met with warmth and determination.

To get you off to a great start, you’ll begin the contract with a 4 week training programme, where you’ll learn about Barclays, banking and the role on site full time.

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 rotational 7am-11pm, Monday - Sunday 35 hours per week, 1 day a week in the office

Key Accountabilities:

  • Providing excellent customer service across multiple channels.

  • Resolving customer queries and issues effectively and efficiently.

  • Maintaining high and consistent standards in task performance.

  • Adopting a values-based approach when dealing with customers.

  • Ensuring compliance with relevant policies, standards, and regulatory requirements.

  • You will be expected to build expertise in our products, policies, and processes to deliver the best possible customer experience.

Key Skills:

  • Experience in a customer-focused role.

  • Strong knowledge and understanding of our range of products and services.

  • Proficiency in using digital offerings and adapting to different customer scenarios.

  • Experience in retail banking would be advantageous

  • Proactive use of the Barclays network and external stakeholders to develop relationships and support colleagues and customers.

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.

Hybrid Working

Barclays is currently in the early stages of implementing a hybrid working environment, which means 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. Barclays is flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. Barclays also has a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances

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. 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.