Specialist Customer Care (Backshifts)

Barclays; North East; Hybrid; GBP 20,000 - 30,000; Full time

Job description

Specialist Customer Care (Fraud)

• Location: Sunderland SR3 3XW/ Hybrid

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

• Hours/week: 35 hours per week

• PAYE Only

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.

To get you off to a great start, you’ll begin the contract with a 5 week training programme, where you’ll learn about Barclays, banking and the role within the Fraud department.

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 Shifts: Monday-Friday, shift patterns are 1pm-9pm / 2pm-10pm / 3pm-11pm timings may be subject to change.

Key Responsibilities

• Consistently deliver excellent client experience through various method of interaction including telephony, chat and written communication.

• Demonstrates confidence when handling challenging and complex situations within Fraud including digital queries and complaints, taking responsibility to investigate and resolve effectively.

• Help new customers set up accounts so they can move freely to invest online.

• Responsible in ensuring client requests are completed correctly and within agreed time scales whilst adhering to policy and procedures.

• Works with a range of internal stakeholders, support functions and third parties to resolve client queries.

• Responsible for gathering information and facts in order to make key decisions and judgements with an analytical approach.

• Champions continuous improvements, brings forward suggestions, shares best practice and participates fully in team meetings.

• Identify and report recurring customer issues to management for process improvement.

• Stay updated on product knowledge, industry trends, and company updates to better assist customers.

Skills

• A strong and empathic communicator able to offer customers a seamless service.

• Organised and able manage your customer diary.

• Able to use Microsoft Office tools to a high standard.

• A real team player.

• Excellent Written and Verbal skills.

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.

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.

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.

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 (after eight weeks on assignment). 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.