Customer Service Associate

CWS:

As a Barclays Customer Service Associate based in Northampton, you will need to use your previous experience in a customer service or call centre role, to provide high quality responses to all complex referrals to customers and take ownership of your own investigations into these claims of MIS-sold Payment Protection Insurance.

We will need candidates that are available for full time hours, 35 hours per week. This role will be a day shift pattern from Monday to Friday with working hours between 8:00am to 8:00pm (on a rotational shift pattern). We will also need you available to work 1 in every 6 Saturdays from 8:00am - 1:00pm. This will be on a 12 month contract basis (split into two 6 month contracts.)

About us:

You will join a team that delivers a seamless customer experience and aims to achieve the best possible outcomes. They pride themselves on a right first time approach to resolving queries and complaints. They're always looking for innovative solutions that challenge the status quo as well as improve our processes.

Training:

You will be provided with 6 weeks supported training which will help you learn the basics and pass a formal accreditation to remain in the role. This will be followed by a probationary period whereby you will receive regular coaching and feedback in order to achieve the required standards.

As a Customer Service Associate, your main responsibilities will involve:

• To effectively investigate and resolve customer complaints with varying degrees of complexity and know when to escalate complaints of a high degree of complexity and ambiguity
• To make pro-active outbound calls as necessary to obtain information from the customer to be able to build a full case history
• To engage and take ownership of the complaint putting yourself in the customers shoes
• To capture accurate information and details through the complaint handling process to allow effective analysis of the complaint in a timely manner
• To maintain and manage individual tasks on a daily basis to ensure that complaint related tasks are dealt with effectively and within relevant timescales
• To clearly communicate requirements to other business areas when information is required to resolve complaint

As a Customer Service Associate, your skills and qualifications will include:

• Previous experience in a customer service/contact centre role (essential)
• Experience providing customer service over the phone (preferable)
• Excellent written and verbal communication skills
• Being autonomous, with responsibility for your own workload
• The ability to work in a high-pressured and fast environment, with the ability to think on your feet
• Computer skills, including the Microsoft Office suite

The Benefits:

Our customers deserve the best. The same goes for our people. That's why at Barclays you'll receive a range of benefits including a competitive salary, flexible hours and all the tools, technology and support to help you become the very best you can be.

Our Culture:

All we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.

Diversity:

At Barclays, we recruit based on merit and are committed to promoting diversity throughout our organisation.