Customer Service Associate

Job description

Customer Service Associates – Claims Assessment

An opportunity waits for you at Barclays. We're looking for responsible and methodical people to join us on a permanent basis as Customer Service Associates in Poole.

We want to be the bank customers love to do business with, so we created Smarter Human Banking, an innovative approach that combines new technology with a team of outstanding people.

About Us:

Our team of Customer Service Associates have an important part to play in retaining the loyalty of customers by investigating claims of mis-sold Packaged Bank Accounts – these are current accounts with added features and insurances that come at a monthly cost. We'll expect you to judge every case on its own merits to ensure a fair, objective and prompt outcome.

Training & Salary:

The starting salary for our Customer Service Associates is £16,000 per annum and you'll attend a six weeks training course which will help you learn the basics and pass a formal accreditation to remain in the role.

As a Customer Service Associate, your main responsibilities would involve:

• Investigating cases received directly from customers and third parties via correspondence or indirectly from our branches or contact centres

• Reviewing the testimony from customers and contacting them to discuss their views or elicit further information

• Analysing and interpreting large volumes of data such as account usage, bank statements and other records

• Making an informed assessment of the information available based on criteria provided by Barclays to determine whether the account has been mis-sold (support will be available from subject matter experts and team leaders for more complex enquiries)

• Communicating the outcome to the customer using approved templates

As a Customer Service Associate, your skills will include:

• Accuracy and attention to detail

• The ability to communicate clearly and confidently on the phone with customers – previous telephony experience either in a call centre or customer service position is preferred

• The focus to stay on track in every investigation

• The ability to assess and analyse high volumes of information and translate it into something meaningful

• Computer literacy

• Strong written and verbal communication skills

• A methodical mind – able to follow strict processes and ways of working to give a set outcome

• The ability to manage your own workload

• The ability to work on your own initiative and as part of a team

• The flexibility to embrace changes in processes

The Benefits:

Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary, flexible hours and all the tools, technology and support you need to succeed. All this, plus a unique company spirit that encourages people to achieve their best.

Our Values:

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

Diversity:

At Barclays, we recruit based on merit and are committed to promoting diversity throughout our organisation.

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We will consider applications from job share applicants

Ready to apply?
There are four stages to our application process:
1. Application (30mins): On your application we'll ask for information like your contact details, education and work experience. You'll also be required to upload a CV, so it's a good idea to have it ready.
2. Online Assessments (60mins): We'll then ask you to complete three online assessments. You'll also receive an email with a link to the assessments so that you can complete them when it suits you best. Our assessments are carefully designed to measure the skills and capabilities necessary to be successful in our roles, but they'll also provide you with some insight into what our roles entail.
3. Interview: If you're successful at assessment we'll invite you to attend a face-to-face interview. We want you to be free to choose an interview time that suits you, so we'll provide some options and ask you to select your preferred timeslot via an online booking system.
4. Outcome: Following your interview, we'll be in touch within five working days of all interviews being completed to advise you of the outcome.
Visit our website for tips and advice on each stage www.jobs.barclays.co.uk/advice or click below to apply now.

We encourage applicants to apply as early as possible in the recruitment period. Barclays recruitment periods can and may vary. We reserve the right to remove this advert during the recruitment process.