Senior Agent - 6 month contract

Manchester, United Kingdom

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Date live: 11/10/2022

Business Area: COO & Functions

Area of Expertise: Operations

Reference Code: 90276992

Contract: Temp/Contractor Payr

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Senior Agent - 6 months FTC
Manchester/Remote

As a Barclays Senior Agent you will be working within the Operations team where you will be delivering management of exceptions to business critical processes whilst maximising customer satisfaction and overall operational performance in line with scheme guidelines and regulatory deadlines. As a Senior Agent you will be providing support and guidance for customers during difficult life events through a range of mediums e.g. written and verbal, prioritising the customer experience.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.

What will you be doing?

• Dealing with customers in an empathetic way, utilising empowered decision making and a ‘can do’ attitude to provide the best outcome for the customer and the bank
• Undertaking a range of customer and product related exception activities, in accordance with company policy, procedures and scheme rules
• Promoting the banks accessibility enablers to assist customers in managing their affairs independently for as long as possible where appropriate
• Dealing with customer requests, providing clear and well-reasoned responses to enquiries in writing or by telephone, carrying out general administrative tasks
• Becoming an expert in your field and proactively sharing knowledge
• You will be flexible and adaptable to changing demands and be willing and able to pick up new tasks when required
• Identifying and escalating ideas for operational improvements to deliver an improved service for our customers and/or improve efficiency

What we’re looking for:

• You will need to understand the customer journey and care about the individual customers’ needs
• Great understanding the importance on complying with regulatory rules and striving for exceptional quality of service
• Good excel skills and able to sense check calculations
• Good written communication skills

Skills that will help you in the role:

• Excellent questioning skills
• Ability to analyse data
• High a level of attention to detail
• Proficient data skills and ability to interrogate data

Where will you be working?

Based in our Manchester office, which is in the heart of the city centre. Offering a modern working environment, with restaurants, bars and gyms just a stone’s throw away from the office.

More about working at Barclays

Our approach to hybrid working ensures there’s the right balance of working alongside colleagues at our onsite locations, as required for each role. For business areas that offer a hybrid working experience, this will be in a structured way, where colleagues work at an onsite location on fixed, ‘anchor’, days of the week. Some roles may require full onsite working. Please discuss the working pattern requirements for the role you are applying for with the hiring manager.

We continue to embed and review our hybrid working environment and remain in a phase of testing and learning. This means that working arrangements could change, with reasonable notice, to align with the needs of our business.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re committed to providing an inclusive culture and environment, that 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.

Our approach to working flexibly is designed to support you to balance your life and to accommodate diverse needs, whilst still allowing us to meet our business needs. If you’d like to request a flexible working arrangement, please discuss this with your hiring manager.

We're committed to providing a supportive and simplified experience for our candidates throughout the application and assessment process. Here, you will find information about what to expect and some guidance around your assessment and interview.

While the application process depends on the role, there are some constant steps, which are;

Step 1 - Your application
Step 2 - Your assessment
Step 3 - Your interview
Step 4 - Next steps

We aim to create an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please click here to learn more.

Find out more information here.

Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.
We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

The Barclays Way

This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.

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