Customer Service Advisor - 12 Months Contract (Full Time)

Zoek Pin Manchester, Greater Manchester, England

£NEG

Permanent (Full time)

Posted 42 days ago

No previous banking knowledge is needed. You can apply from the retail, hospitality, travel or any customer related industry. Your integrity, communication and empathy is what we are looking for.

Length: 12 months

You might be asked to work weekends and out of hours.

Hours and working pattern: Full-time position on a 6 week rota

Provisional Hours as per brief information**

**Please note due to the nature of the role and business demand, your working pattern can change at your manager’s discretion at any time. This working pattern will fall between Monday to Sunday 7am to 11pm. Your flexibility throughout the assignment is therefore required to accommodate this**

Overall purpose:

The BFA team are committed to delivering a best in class customer experience. We focus on customers who are in current and future financial difficulty. We work with our customers to understand their current financial situation and look to assess affordability. Based upon these financial assessments, we work with our customers to create a repayment solution to ensure the customer repays their lending excess and returns back to sustainable terms in a way that is affordable and manageable for our customers.

Responsibilities:

Understand customer’s specific needs, which may involve complex income and expenditure discussions or referrals to internal or external support.

Supporting customers through our inbound and outbound strategies in a fast-paced call centre environment.

To understand and identify customer needs in order to tailor solutions, whilst ensuring the right outcome for the customer and the bank at the first point of contact.

Understand and listen to customer concerns and correctly identify customer complaints to resolve first time ensuring complaint escalation where appropriate.

Correct use of internal systems to ensure that a customer’s records are accurately maintained and are up to date.

Undertake a variety of contact roles, when required, based on customer preference and business requirements, such as; voice, letter, digital contact (. SMS, video chat, on-line chat etc.).

Person Specification:

Ability to interact with customers via inbound or outbound telephony activity.

Experience working in a contact or call centre/telephony environment and/or Financial Services experience.

Strong computer literacy - Ability to navigate multiple systems.

Strong numeracy and literacy skills – Ability to understand the different options available to customers and summarise with strong attention to detail.

Previous experience of working with customers in potential vulnerable circumstances or financial difficulty.

Demonstrable experience dealing with challenging customers in stressful situations.

About Barclays

Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our 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 our service company which provides technology, operations and functional services across the Group.

Our Values

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

Our Diversity

We aim 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 our vision and goals.

Our Benefits

Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. Where appropriate, and for UK based roles, we will consider requests that the role be based at alternative Barclays’ key UK location from that advertised.

Dynamic working

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.

If you would like some flexibility then please discuss this with the hiring manager

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