Specialist Customer Care

At Barclays, supporting vulnerable customers is at the heart of everything we do. This role is critical in delivering that promise—managing sensitive, sometimes life-changing conversations with empathy and professionalism. You’ll make a real impact during customers’ most arduous moments while developing valuable skills in resilience, empathy, and leadership. If you’re looking for a role where every interaction matters and where you can truly change lives while growing your career, this is your opportunity.

You’ll also play a key role in supporting colleagues, sharing guidance and best practices for handling multi-faceted situations. In addition, you’ll conduct outbound wellbeing calls, ensuring customers feel reassured and cared for.

To be successful as a Specialist Customer Care Colleague, you will need:

Resilience – The ability to remain calm and focused when handling problematic and emotionally intense situations, ensuring consistent and professional support for customers and colleagues.

Empathy – Demonstrating genuine care and understanding for vulnerable customers, building trust through compassionate communication and tailored assistance.

Teamwork – Collaborating effectively with colleagues, offering guidance and support to create a positive, unified approach to customer care and wellbeing.

Other key areas of experience could include:

Customer Service – A validated ability to deliver remarkable service, ensuring every interaction is professional, supportive, and customer-focused.

Telephony – Assurance and competence in managing phone-based interactions, including handling high-pressure or sensitive conversations effectively.

Vulnerability – Understanding and experience in supporting vulnerable people, demonstrating empathy and care while navigating multi-faceted situations.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role will be based in Manchester.

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. 

Accountabilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution   for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide 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 specific customer inquiries and issues related to the bank’s products and service, 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 perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating 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 develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• 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 own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.