Customer Service Associate Glasgow, Scotland
Job description
Customer Service Associate
Glasgow, Radbroke
As a Barclays Customer Service Associate, you will be part of a dedicated team with an inclusive and knowledge sharing culture. You’ll be the first point of contact for our customers once their complaint is logged and investigate complex and emotive customer queries, concerns and complaints. You’ll create an exceptional customer experience through a wide variety of contact methods with the customer, including inbound and outbound 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.
Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.
Hybrid Working
We are 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. We’re 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. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances
• Helping customers via telephone or email communications, ensuring they receive an exceptional experience and outstanding service
- 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 utilising all resources to assess and evaluate the situation at pace
- Balancing different viewpoints and customer insight with policies, exercising 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 high 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, as well
• Previous experience in Financial Services and advising on investment products
- Experience in Customer Service and complaints, with confidence and ability to bring complaints to resolution while providing exceptional customer service
- Excellent relationship skills and communication skills – both written and verbal, with good attention to detail
- Ability to work under pressure and prioritise workload while using excellent judgement and decision-making skills to take ownership of complex customer needs, at pace
• Previous experience of resolving complaints through a final response letter
- Experience of Financial Ombudsman Service complaints
- Solid 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.
You will 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.
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