Specialist Support Worker

8192 Barclays Bank UK PLC; Northampton; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Pension plan

Private medical insurance

Life insurance

Income protection

Hybrid working

Job summary

Barclays Bank UK PLC in Northampton is seeking a Specialist Customer Care Analyst to support customers across chat, email and phone, resolving more complex needs with care, clarity and professionalism.

You will collaborate with cross‑bank teams, develop procedures, run reports on care performance, and help implement best practices to reduce risk. Hybrid role with Northampton-based work one day a week and a comprehensive benefits package.

Qualifications

• Excellent communication skills.
• Patience and ability to work alongside a colleague via Teams or in the office.
• Fraud experience or general corporate experience would be beneficial.
• Full service experience would be adventurous.

Responsibilities

• Support customer service across chat, email and phone.
• Resolve more complex customer needs with care and professionalism.
• Collaborate with bank teams to align customer care processes.
• Develop and implement customer care procedures to mitigate risks.
• Produce reports and presentations on customer care performance for stakeholders.
• Identify industry trends to improve efficiency and effectiveness.

Skills

Excellent communication

Patience & teamwork

Job description

Job Description Purpose of the role

To provide thoughtful and effective support to customers by resolving more complex needs with care, clarity, and professionalism, while contributing positively to the Specialist Customer Care team and overall customer experience.

Accountabilities

Support the provision of customer service through various communication channels including chat, email and phone.

Support the execution of customer service requirements to resolve more complex customer needs, requests and enquiries.

Collaboration with teams across the bank to align and integrate customer care processes.

Identification of areas for improvement and providing recommendations for change in customer care processes, by providing feedback and coaching for colleagues on these highlighted areas.

Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.

Resolution of customer inquiries and issues related to the bank’s products and services, including account balances, transactions and payments.

Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.

Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

To meet the needs of stakeholders/ customers through specialist advice and support.

Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.

Likely to have responsibility for specific processes within a team. They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.

They supervise a team, allocate work requirements and coordinate team resources.

If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard.

The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.

OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.

Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.

Check work of colleagues within team to meet internal and stakeholder requirements.

Provide specialist advice and support pertaining to own work area.

Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.

Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.

Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.

Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.

Make judgements based on practise and previous experience.

Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.

Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.

Build relationships with stakeholders/ customers to identify and address their needs.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right.

They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Join us in this amazing role as a support worker supporting and working alongside a visually impaired Barclays colleague in their day to day role within fraud.

Must haves

• Excellent communication skills
• Patience and ability to work alongside a colleague via teams or in the office

Nice to haves

• Fraud experience or general corporate experience would be beneficial
• Full serve experience would be adventurous

This role is hybrid and you will be based in Northampton 1 day a week. You’ll work a shift pattern between 8am and 5pm, including some weekends, and start with a competitive salary of up to £32,000. On top of that, you’ll enjoy our comprehensive core benefits package, which includes a pension plan, private medical insurance, life insurance, and income protection. With full training and the support of our collaborative team, we’ll ensure you have everything you need to succeed and grow with us. Once your training is complete, we offer hybrid working, allowing you to split your time between home and the office.

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.