Job Title: Customer Service Advisor and Customer Service Team Leader
Location: Training full time 4-6 weeks onsite in Knutsford and then will be fully remote
Contract: 6 months
Hours: Monday - Friday 9-5
Brief overview of the role:
Randstad Sourceright, a leading provider, is seeking Customer Service Advisors and Team leaders to join Barclays Bank. The roles are client Outreach linked to the business’s commitment to the Automation/Digitisation Plan.
Key Responsibilities:
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Provision of customer service through various communication channels including chat, email and phone.
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Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
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Collaboration with teams across the bank to align and integrate customer care processes.
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Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
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Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
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Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
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Development and execution of reports and presentations on customer care performance and communicating findings to internal senior stakeholders.
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Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
Essential Skills:
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Extensive customer service excellence skills
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Ability to interact with customers/colleagues at all levels.
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Ability to work under pressure as part of a team and on your own. Use of initiative to make confident decisions that impact the business and/or our clients.
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Receptive to and supportive of change, excellent organisational and planning skills, excellent interpersonal and influencing skills.
Desirable skills/Preferred Qualifications:
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Experience working within a contact centre environment.
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An understanding of the Data Protection Act, and a good understanding of Operational Rigour and Health and Safety, FCA, and Complaints procedure
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Knowledge of electronic banking and cash management products supported in role and MS products - including Word, Excel and PowerPoint.
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Demonstrate and contribute to the team culture & values, ensuring a positive working environment is maintained
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Ability to perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
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.
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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.
Hybrid
At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). 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. 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 are discounts at a wide range of high street shops, restaurants, and entertainment venues — from Asda to Zizzi Italian restaurants