Job Description

Customer Service Associate
Sunderland

As a Barclays 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 \xe2\x80\x93 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.

This role is currently hybrid working; there\xe2\x80\x99s a need for a minimum of 1 day per week on-site working, but there\xe2\x80\x99s room for colleagues to work as much as they want in the office.

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, active listening, being curious, and flexing your style to reflect customer
• Investigating customer / client queries, concerns & complaints whilst withholding judgement, using conversation cycle & role modelling mutual respect
• 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\xe2\x80\x99re 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

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

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.

Barclays