Customer Care Specialist (Afternoon/Evenings)
Location: Tyne and Wear, England, Hybrid
Hours/week: 35 hrs/week
Timeline: 6 months
Specialist Customer Care (Fraud)
* Location: Sunderland, SR3 3XW (Hybrid Working 1-2 days in the office/Working from home)
* Duration: 6 months (initially) Temporary to Permanent Opportunity
* Hours/week: 35 hours per week
* PAYE Only
Are you looking for an exciting new career opportunity in Financial Services? Barclays is looking for candidates with a background in Customer Service to join their growing team of Specialist Customer Care Colleagues in Fraud Experts on a temporary basis, and should you demonstrate the required skills, this may open the doors to a Permanent career in the team.
No previous banking knowledge/experience is needed; however, if you have customer service experience in contact centres (preferred), retail, hospitality, travel, or any other customer-related industry, then we are keen to speak with you as your integrity, communication skills, and empathy will be imperative in the role.
To get you off to a great start, you’ll begin the contract with a 5-week training programme, where you’ll learn about Barclays, banking, and what your role will be within the Fraud department. The training hours will be 9am to 5pm and will include a mix of face-to-face classroom learning in the Sunderland office and online/working from home.
Upon successfully completing the training period, you will then join the rest of the Barclays team and begin to support customers via inbound calls. You will be rotated on shifts between Monday-Friday which are made up of three patterns: 1pm-9pm / 2pm-10pm / 3pm-11pm (timings may be subject to change), and will continue with the hybrid working model split between the Sunderland office and remote working from home.
Key Responsibilities
* Provide consistently excellent client experience via phone, chat, and written communication.
* Confidently handle complex fraud situations (including digital), taking ownership to investigate and resolve effectively.
* Assist new clients with account setup for online investing.
* Ensure accurate and timely completion of client requests within policy and procedures.
* Collaborate with internal teams and third parties to resolve client queries.
Skills
* A strong and empathic communicator able to offer customers a seamless service.
* Organised and able to manage your customer diary.
* Able to use Microsoft Office tools to a high standard.
* A real team player.
* Excellent written and verbal skills.
About Barclays
Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full-service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations, and functional services across the Group.
Values
Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence, and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measures and rewards the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.
Diversity
Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included, and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals.
Onsite
Colleagues who perform ‘onsite’ roles will spend four or five days a week working onsite, depending on the requirements of their role and business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.
Your Benefits
As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay (after eight weeks on assignment). You can discuss any special holiday requests, for weddings, graduations, or other significant occasions during this initial period with your team leader. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants, and entertainment - from Asda to Zizzi Italian restaurants.
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