Join our Manchester team as a BA4 Specialist Customer Care Colleague and make a real difference by supporting customers facing challenges with their repayments within Barclaycard payments. This exciting role involves helping individuals at first point of contact, inbound with some outbound telephony. You will act as a trusted advisor, having an empathic approach working with customers to find solutions, deal with complaints and assisting vulnerable customers. We are looking for candidates who possess strong listening skills, empathy, compassion, and resilience to help our customers navigate difficult circumstances.

For this role you would be expected to work 35hrs per week working shift patterns between Monday – Friday 8am-7pm and Saturday 9am - 4pm, bank holidays and weekend shifts included. You will be expected to attend the office two days per week with your team. Successful candidates will undergo a training period which can last up to 12 weeks, throughout this you would learn with other SMEs mostly onsite.

Essential criteria:

Customer contact center experience.

Passion for supporting customers and ability to work under pressure.

Desirable criteria:

Previous experience with supporting vulnerable customers.

Previous experience in financial sector.

Purpose of the role

To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels. 

Accountabilities

Collaboration across multiple digital channels to personalise each interaction with a customer.Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.Support teams within the business operations function as needed, including risk management, compliance and collections.Comply with all regulatory requirements and internal policies related to customer care.To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

Analyst Expectations

To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.Requires in-depth technical knowledge and experience in their assigned area of expertiseThorough understanding of the underlying principles and concepts within the area of expertiseThey lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.Will have an impact on the work of related teams within the area.Partner with other functions and business areas.Takes responsibility for end results of a team’s operational processing and activities.Escalate breaches of policies / procedure appropriately.Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.Advise and influence decision making within own area of expertise.Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.Make evaluative judgements based on the analysis of factual information, paying attention to detail.Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.Guide and persuade team members and communicate complex / sensitive information.Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.