Role Overview:
The BA4 Senior Customer Support Specialist role at Barclays involves supporting employees in educating and assisting vulnerable customers.
You will manage a colleague support desk, providing coaching and assistance to frontline colleagues dealing with vulnerable customers.
Additionally, you will empathetically support customers facing difficulties due to financial hardship, mental health challenges, or domestic abuse.
This rewarding opportunity includes inbound and outbound telephony.
Key Responsibilities:
* Provide resolutions for customer queries/issues and personalize each interaction through multiple communication channels.
* Collaborate across digital channels to personalize each customer interaction.
* Enhance the bank's digital capabilities by identifying technology limitations.
* Offer exceptional customer service by responding to inquiries, resolving issues, and handling client requests efficiently.
* Support internal stakeholders, including sales, operational, and risk management teams, to meet client needs and expectations.
* Comply with regulatory requirements and internal policies related to customer care.
Requirements:
* Compassionate and empathetic approach to customer interactions.
* Experience and/or interest in vulnerability.
* Previous experience in customer-facing/telephony roles.
Work Environment:
Shift patterns include Monday-Sunday 7am-11pm, with the option to work from either Canary Wharf or Wavertree campus, with 2x days in office per week.
An in-depth training period is provided, culminating in an accreditation upon completion.
All colleagues are expected to demonstrate Barclays' Values of Respect, Integrity, Service, Excellence, and Stewardship, as well as the Barclays Mindset – to Empower, Challenge, and Drive.