Complex Queries Advisor

Job Title: Customer Queries Advisor

Job Type: Permanent

Location: Stockton

Pay rate: GBP15,800 plus quarterly bonuses + 10% pension contributions + holidays

Hours: (35 hours a week) Core hours: Monday - Friday 8am - 9pm

Saturday - 8am - 6pm

Sunday - 8am - 6pm

Department overview

Barclaycard Operations and Technology brings together all the Customer Operations, Technology and Change teams in Barclaycard. We are here to enable Barclaycard's growth strategy and help Barclays become 'Go-To' by working collaboratively with, and drawing on the skills and knowledge of our colleagues in both Barclaycard and Operations and Technology.

Delivering a high standard of customer service to resolve and fulfil customer queries and complaints via the telephony channel (mainly inbound).

Main duties and responsibilities

• Work within the resolution team and take end to end ownership of escalated complaints, written complaints or complex queries such as interest rate queries and formal complaints that cannot be resolved by front line colleagues and other complex customer call types by becoming the dedicated case owner
• Act as an escalation point for all sales and service agents, receiving calls from them in Real Time in order to ensure the customer receives the solution they require
• Where required work within the Back Office environment to case manage off-line requests from telephony teams in support of resolving customer complaints/complex case management in line with stated timescales
• Resolve contentious queries from customers. Use your increased levels of authority, empowerment, decision making and wider stakeholders to ruthlessly resolve each and every query striving for first point of contact resolution each time
• Possess expert working knowledge of Barclaycard's products and services to ensure that customers and colleagues receive a flawless service.
• Proficiently communicate with the customer using appropriate language, empathy and tone
• Responsible for building relationships with the Customer to establish confidence and create advocacy as the face of the Business
• The ability to effectively communicate with customers via a number of channels including telephone, emails and letters. Majority of time will be spent handling complex customer queries and complaints which cannot be dealt with by the front line agents.
• Provide effective feedback to peers and colleagues in order to create a culture of customer resolution and subject matter expertise
• At times, you will be required to provide direct support to front line colleagues by floor walking and helping them embed into role

Person Requirements

• Excellent Stakeholder Management Skills
• No holidays must be taken in the first 6 weeks of employment due to training
• Telephone based experience
• GCSE Maths and English - Grade C
• Driven
• Proactive
• Excellent Communication Skills

Preferred

• Knowledge of Back Office and peripheral functions ie fraud, disputes, Internet helpdesk