support specialist Knutsford, England
Job description
Client Support Specialist 12month FTC
Knutsford
As a Barclays Client Support Specialist, you will join our award-winning contact centre - Gadbrook Park, where you will be providing first class service to the bank’s valued and profitable UK corporate clients. In your new capacity, you will be handling various queries for Barclays channels, by delivering end-to-end query management and providing timely resolutions, while at the same time ensuring that all activities and duties are carried out in full compliance with regulatory requirements.
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.
At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.
What will you be doing?
- Leading a team-based portfolio of clients, using in-depth specialist knowledge across a range of supported products
- Updating clients with progress of outstanding cases and ensuring customer queries are handled effectively in a timely manner and in line with our Barclays policy
- Resolving or identifying system/ process enhancements to turn client dissatisfaction around
- Developing and maintaining contacts with specialists in other areas of the Group to assist the resolution of client queries
- Ensuring all call documentation is complete, accurate, and escalated to the correct area for further resolution, if required
- Ensuring client participation to automated telephone survey
- Taking care of queries via phone or email, whilst ensuring all Service Levels are met
- Delivering competition beating support to win business for Barclays Corporate through a differentiated service model
What we’re looking for:
- First class customer service skills combined with great communication skills to be able to build, develop and maintain solid relationships with key client contacts
- Ability to adapt to change with a willingness to liaise with representatives from other group companies, while acting as a product champion and providing your knowledge and expertise
- Proactive focus towards query resolution and analysing at the root cause to prevent future queries
- A knowledge Barclays features and systems, e.g. Barclays.Net, iPortal, Bacs, will be an advantage
- A knowledge of the Data Protection Act, and a good understanding of Operational Rigour is not a must, but will be beneficial
Where will you be working?
You will be based in Radbroke, Knutsford. The Barclays Technology Campus, just outside Manchester, is our tech command centre and the heart of our global operations. The campus is set in a beautiful, green environment and has a gym, outdoor tennis, football, and cricket areas, staff restaurant, coffee shops, and a shuttle bus service.
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