Customer Service Representative

Barclays Bank Plc; Ambleside; Hybrid; GBP 21,000 - 25,000; Full time

Job summary

A leading financial services provider in Ambleside is seeking a Customer Service Representative for its Credit Cards team. Responsibilities include managing inbound customer enquiries, educating customers about products, and ensuring exceptional customer service in a fast-paced call center environment. Ideal candidates should possess strong communication skills, experience in customer service, and a passion for delivering positive customer experiences. The role offers opportunities for growth and a hybrid working model after initial training.

Benefits

Colleague pension scheme

Private Medical Insurance

Performance related annual bonus

Generous holiday allowance

Colleague Clubcard benefits

Enhanced maternity and paternity leave

Qualifications

• Experience ideally within a call centre or customer-facing environment.
• Demonstrated ability to handle complex customer interactions.
• Confidence using technology and multiple systems.

Responsibilities

• Manage high call volumes providing outstanding customer service.
• Educate customers on products and services.
• Take full ownership of the customer journey from the initial call.

Skills

Customer service experience

Strong communication skills

Active listening skills

Ability to work in a fast-paced environment

Empathy

Tools

Microsoft Office

Job description

A career that works for you We’re looking for a Customer Service Representative to our Credit Cards team at Tesco Bank, part of Barclays Bank UK Plc. Your team handle customer enquiries via inbound calls, covering everything from purchasing queries to addressing more complex questions about interest rates. Alongside managing incoming calls, you’ll play a pivotal role in encouraging customers to explore our digital channels for self‑service options. Part of your accountabilities may involve addressing and resolving customer complaints. We pride ourselves on maintaining an energetic and cooperative environment where professional growth and development are at the heart of what we do. Through our Career Pathways programme, we offer clear opportunities to advance, including the chance to progress from a Credit Cards role into a Fraud Specialist position. Whether you’re looking to enhance your skills or take the next step in your career, we’ll support your journey every step of the way. In our fast‑paced call centre, your ability to adapt quickly while delivering exceptional customer service will be key to your success.

What You’ll Be Doing

• Using your excellent listening and relationship‑building skills to provide outstanding customer service
• Efficiently managing high call volumes whilst ensuring a consistently positive and engaging customer experience
• Engaging with customers across diverse communication channels, predominantly carrying out inbound calls but occasionally also making outbound calls
• Taking full ownership of the customer journey, assisting and guiding them from the initial call all the way through to resolution
• Using your own judgement to effectively handle and resolve customer queries, and where needed accessing relevant tools for support
• Listening to customers’ personal circumstances to understand their requirements and provide personalised solutions
• Accurately documenting customer interactions, issues, and resolutions within our systems
• Educating customers on the full range of products and services we offer when additional information is requested by the customer – you will receive full training to become a Tesco Bank product expert

Qualifications

• Customer service experience, ideally within a call centre, but we also value transferable skills from retail, hospitality or other customer‑facing environments
• Strong communication and active listening skills with the ability to demonstrate empathy, remain resilient and handle complex customer interactions effectively
• Confidence using technology including Microsoft Office and multiple systems simultaneously in a fast‑paced environment
• An understanding of the importance of living our values every day – where no one tries harder for customers, we treat people how they want to be treated, and we believe every little help can make a big difference. These values shape our culture, and all colleagues are measured on their commitment to them
• A genuine passion for delivering outstanding customer experiences and finding the best outcome for every customer
• Experience in financial services or a regulated environment
• The ability to work effectively in a fast‑paced, target‑driven environment

Salary & Hours

Salary : You’ll start on a salary between £, to £,, this will increase to £, in April 6.

Working hours : Full time, hours per week . Office attendance : You will be office‑based during your probation period. Following this, you will follow our hybrid working model, attending the office 2 days per week.

Where you will be working: You’ll begin with on‑site training, moving into our graduate bay before transitioning to your team as an office‑based colleague. Once you reach full competency, you can apply for remote working under our ‘Moments that Matter’ model, allowing you to work from home while attending key office events, such as team meetings and development sessions.

What’s in it for you

• Prepare for your retirement with our colleague pension scheme
• Private Medical Insurance (WL2+) and virtual GP Service days a year
• Performance related annual bonus
• Indulge in a generous holiday allowance with a minimum of weeks, with the opportunity to buy more
• Embrace the benefits of our Colleague Clubcard (until March 6). Enjoy a % discount that increase to % every payday. As an added perk, we’ll give you a second card to share with someone else
• Benefit from our family‑oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous paid paternity leave
• A place to get on – take advantage of our ongoing learning opportunities and training, to help you achieve the job and career you want

Everyone’s welcome

We want all our colleagues to always feel welcome and be themselves at Tesco Bank, part of Barclays Bank UK Plc. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.