Address
Form of workCustomer Service Handler
Daily Rate: £150
Contract Start date: 25th March 2024
Contract Duration: 6 month contract with likely extensions
Location: Central London
Work Pattern: Monday to Friday (9 - 5.30) working in-office. (There's no flexibility for remote working and all candidates applying must live within a commutable distance to the Central London office location and accomodate working in-office Monday to Friday)
The Role:
The global consultancy and advisory organisation and the world’s largest professional services network is looking for contractors to assist a Financial Services regulatory body with Customer Service support.
Responsibilities:
- Provide excellent Customer Service & responses on behalf of client.
- Break down issues or customer queries and assimilate a wide range of information to fully understand cause, impact and solution.
- Ensure that the quality of tasks performed by yourself and others you closely work with are maintained to a high and consistent standard, to ensure that solutions are offered to our customers are accurate and delivered in a timely manner.
- Accountable for own performance, to best contribute to team deliverables. Proactively identify learning opportunities to ensure continuous improvement.
- Adopt a values-based approach when dealing with customers.
- Communicating solutions verbally and by phone.
- Meeting quality and production targets.
- Escalating any issues to Team Leader.
- Escalate policy / process gaps to appropriate party!
Essential Skills/Experience:
- Experience of operating in a customer-focused role.
- Demonstrate a strong level of knowledge and understanding of our range of products and services.
- Understand, promote, and support customer adoption of digital offerings.
- Proven ability to adapt to systems and tools, using them to a good standard and can quickly adapt to different customer scenarios and life events and provide great customer outcomes.
- Previous contracting experience is essential.
- Experience within a complaint handling or other challenging environment.
- Provide excellent Customer Service and empathy to work with vulnerable members of the public.
- Ability to work with vulnerable customers and identify opportunities to improve the customer experience.
Desirable Skills/Preferred Qualifications
- Experience of working in retail banking.
- Experience of proactively using of the Barclays network and external stakeholders to develop relationships and proactively support and educate both colleagues and customers.
- Previous contracting experience is essential.
- Work to set personal performance standards and work with the team to contribute to customer outcome within a timescale.
- Highly organised and confident to use multiple banking systems.
- You are a self-starter and able to prioritise tasks working to agreed quality and productivity performance targets.
