Senior Customer Support Specialist London, England
Job description
Senior Customer Support Specialist
London
As a Barclays Senior Customer Support Specialist, you will be responsible for using your experience, judgement and expertise to provide guidance to frontline colleagues when dealing with customers with a wide range of sensitive needs. You’ll be working in a high profile and demanding role where each day, and each customer experience is different. You will need to be prepared to deal with the unknown where customers can communicate upsetting and triggering stories.
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.
This opportunity is location flexible. We will consider requests for locating the role at an alternative Barclays’ key UK office from that advertised.
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. Please discuss the detail of the working pattern options for the role with the hiring manager.
• Communicating with vulnerable customers on their terms, in an engaging way, working to provide the best possible experience
- Coordinating engagement with external agencies including Police, Social Services and specialist agencies (i.e., Help the Aged/Samaritans etc) where professional assistance is needed
- Investigating those unique customer situations that are more complex in nature where more experience is required – identifing solutions that safeguard the customer
- Using the conversation cycle and utilise all resources to assess and evaluate situations at pace, role modelling mutual respect and withholding judgement
- Looking for opportunities to assist vulnerable customers with their banking needs, identifying ways to make the customer feel valued beyond simply offering alternative banking solutions
- Providing aftercare assistance and wellbeing checks with vulnerable customers, particularly when linked with high-risk vulnerabilities such as risk to life
- Being mindful of customer’s state and manage customer interactions confidentially and assertively, particularly with challenging conversations
What we’re looking for:
• Able to break down complex issues and assimilate a wide range of information
- Is driven to do the right thing for vulnerable customers and is accountable for putting sustainable solutions in place
- Experience of working with vulnerable people
- Ability to take the heat of challenging situations, remaining in control to move the conversation on and find common areas of agreement
Skills that will help you in the role:
• Knowledge of Banking products and services and associated legislation e.g Code of Banking Practice
- Background in vulnerability drivers
- Knowledge of regulatory and risk requirements relating to vulnerability and accessibility
- Experience in resolving emotive and complex issues in a fast-paced environment
Where will you be working?
In the heart of Canary Wharf, our headquarters at Churchill Place boasts onsite amenities such as; a gym, staff restaurant and deli bar, and is easily accessible by tube and bus links. With a population of around 5000 staff the atmosphere is second to none with a real buzz being created around the offices within.
#LI-Hybrid
