Job Description

Specialist Customer Care \xe2\x80\x93 Pro-active, Social Media and Chat
Admiral Way, Sunderland

As a Barclays Specialist Customer Care \xe2\x80\x93 Pro-active, Social Media and Chat, you will work within the largest business area in Barclays UK to serve the more complex needs of our customers. You will build expertise in our products, policies and processes in order to deliver the right outcomes for our customers. Using a variety of channels, you will actively ensure each interaction with our customers is personalised to create first-rate customer 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 \xe2\x80\x93 helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.

We are currently operating in a hybrid working environment, meaning 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. Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?

• Preventing complaints from occurring, and where they occur, resolve customer problems promptly in the first interaction, in accordance with regulatory requirements
• Pro-actively supporting and educating customers to make the most out of our digital products and self-service options
• Fulfilling customer requests, demonstrating professionalism and empathy throughout their experience
• Understanding different types of financial services and products and how they can help our customers both now, and in the future, depending on their needs
• Reviewing relevant information and making decisions and actions autonomously in a fast-paced environment
• Applying your knowledge of social media to support customers proactively through this unique channel, whilst conveying the right message in a public forum
• Alongside customers, collaborating with Team Leaders, Operations Managers and colleagues across relevant areas find solutions and maintain positive relationships
• Pro-actively identifying fraudulent accounts \xe2\x80\x93 understanding the complexities of bankruptcy IVA and Trust deed regulations and laws

What we\xe2\x80\x99re looking for:

• Experience within customer service with the confidence to communicate with a range of customers across different channels (chat bots, email, telephony, social media)
• Good knowledge of Barclays products and services
• Skilled in mentoring, educating and coaching of customers
• Ability to self-manage workload and pro-actively support less experienced colleagues

Skills that will help you in the role:

• Experience of working in retail banking

Where will you be working?
With over 1,700 employees, our Flagship Site, Doxford Park, offers many facilities including a discounted gym, the convenience of an ATM and even a Personal Banker who visits regularly to assist all employees with their banking.

Barclays