Customer Care Colleague


Job description

A Customer Care colleague serves the more complex needs of our customers. This role requires the colleague to build expertise in our products, policies and processes, so that they can support and deliver the right outcome for our customers in the right way. Working as one team across multiple channels, the Customer Care colleague will personalise each interaction with a customer, ensuring the best possible experience is delivered at all times. The role holder will have at least Working Knowledge of the core competencies; however, the role holder along with their Line Manager will own the development through the proficiencies of these competencies. .

Responsibilities

  • Provide excellent customer service & responses on behalf of Barclays Use initiative in developing resolutions by telephone, electronic communications (e.g. email, SMS, Chat) or in person, depending on customer preference
  • Break down complex issues or customer queries and assimilate a wide range of information to fully understand cause, impact and solution. Be proactive in understanding the short, medium and long term customer needs
  • Clearly communicate with other business areas as required to ensure great customer outcomes Plan and organise with strong attention to detail in preparing for each planned customer contact
  • Seek to maximise their own full potential through inviting regular observation, feedback and coaching from peers and leaders, and by committing to actions under the Performance Framework (including 1:1s, Performance and Development conversations)
  • Adopt a values based approach when dealing with customers Ensure that all activities and duties are carried out in full compliance with regulatory requirements whilst adhering to relevant Policies & Standards - outlined in the Code of Conduct
  • Be proficient in all aspects of money management Proactively identify learning opportunities Complete mandatory training to ensure knowledge remains up-to-date of the regulatory environment

Skills and Qualifications

Essential Skills

  • Experience of operating in a customer-focused role Proven experience in promoting an excellent customer journey The confidence to communicate with a wide range of customers Comprehensive knowledge of Internal Systems
  • Demonstrate a strong level of knowledge and understanding of our range of products and services Demonstrate strong communication skills, able to use a range of communication styles that are tailored to the customer and the situation
  • Proven ability to use Microsoft Office tools to a high standard Operational knowledge of Barclays financial products, services and procedures

Desirable Skills

  • Experience of working in retail banking Experience of working in a virtual environment

Further Information

Work Time: 7-11 Monday to Sunday

Vacancy ID
1586881
Job Sector
Customer Service and Call Centre
Area
Derry or Londonderry
Location
Coleraine
Salary
Competitive
No. vacancies
1
Contract Type
Permanent
Weekly hours
35
Published date
27/01/2023
Closing date
14/02/2023
Worktime
Work Time: 7-11 Monday to Sunday

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