Barclaycard Operations and Technology brings together all the Customer Operations, Technology and Change teams in Barclaycard. We are here to enable Barclaycard's growth strategy and help Barclays become 'Go-To' by working collaboratively with, and drawing on the skills and knowledge of our colleagues in both Barclaycard and Operations and Technology.
UKED take inbound and make outbound calls to resolve Sales and Service Complaints. The team offer a high standard of customer focussed resolution by doing the right thing for the customer and the company.
Overall purpose of role
Delivering a high standard of customer service to resolve and fulfil complex customer queries and complaints via the telephony channel (mainly inbound).
Work within the resolution team and take end to end ownership of escalated complaints, written complaints or complex queries such as interest rate queries and formal complaints that cannot be resolved by front line colleagues and other complex customer call types by becoming the dedicated case owner
Act as an escalation point for all sales and service agents, receiving calls from them in real time in order to ensure the customer receives the solution they require
Where required work within the back office environment to case manage off-line requests from telephony teams in support of resolving customer complaints/complex case management in line with stated timescales
Resolve contentious queries from customers. Use your increased levels of authority, empowerment, decision making and wider stakeholders to ruthlessly resolve each and every query striving for first point of contact resolution each time
Assess and evaluate customer needs to provide the right solution
Possess expert working knowledge of Barclaycard's products and services to ensure that customers and colleagues receive a flawless service.
Proficiently communicate with the customer using appropriate language, empathy and tone
Ability to differentiate customers in line with specific account treatment guidelines displayed on the system
Responsible for building relationships with the Customer to establish confidence and create advocacy as the face of the Business.
Act as a subject matter expert for all types of complex calls and complex customer types and share best practice with colleagues both onshore and offshore
The ability to effectively communicate with customers via a number of channels including telephone, emails and letters.
Communication is primarily with External customers but you will also be expected to network within internal departments in order to execute resolution at first point of contact. You will lead and motivate virtual teams in real time in order to drive customer advocacy and reduce repeat callers.
Excellent Customer Service skills ideally in an office environment
Ideally knowledge of back office and peripheral functions i.e fraud, disputes, internet helpdesk, FCA