Growing with the way customers bank

Kimberlyn Bell, Customer Care, Barclays UK

Banking looks very different from when I joined Barclays. Customers use less cash, more services are digital, and when someone comes into a branch, they often need more specialist support. That’s what keeps my role interesting. One moment I might be helping someone use a self-service device, the next I’m working through a more complex enquiry. You have to listen, understand what the customer really needs and adapt your approach.

For me, Barclays UK is the face of Barclays. Working directly with customers means you see first-hand how their expectations are changing and where we can make a difference.

Building confidence through change

I joined Barclays in the Doxford contact centre in 2002, before moving into branch banking a few years later. Going from supporting customers over the phone to helping them face-to-face pushed me outside my comfort zone. I had to adapt how I communicated and become more confident dealing with different situations.

My leaders supported me with coaching and feedback, which helped me understand the role and keep building my skills. Over time, I became better at judging when someone needed a quick answer and when I needed to take more time to understand what was going on. Since then, I’ve worked across different locations and supported more remote communities through the Barclays Van. My career has changed, but I’ve always stayed close to the people using our services.

Keeping up with a changing bank

One thing that has always stood out to me is how quickly Barclays UK adapts. During COVID, branch colleagues were upskilled to support customers over the phone when services were disrupted. We had to learn new ways of working quickly while still making sure customers could get the help they needed. That ability to adapt matters even more now. Technology is changing how people bank, but it’s also creating new risks. Fraudsters are using technology and AI in new ways, so I’m interested in how we can help customers recognise those threats and protect themselves.

It’s why continuous learning matters. Barclays encourages us to stay open to change, build future-ready skills and get comfortable with new ways of working.

Making the most of opportunities

I’ve also had the chance to get involved beyond my day-to-day role. As a sustainability champion, I led a team challenge to build a five-foot snowman from recycled coffee cups. It brought colleagues together, got customers talking and gave me the chance to take ownership of something different. My advice to anyone starting out would be simple: say yes to opportunities, ask for feedback and keep learning.

You don’t need to know exactly where your career will take you. Be open to change and see where it leads.