Senior Payment Gateway Specialist

Embark on a transformative career journey as a Senior Payment Gateway Specialist within the Barclaycard team at Barclays. This role is pivotal in strengthening technical capability at the Level 3 escalation layer, providing expert support for complex merchant queries and leading incident remediation across gateway platforms.

You will combine technical expertise with leadership responsibilities, acting as the first point of escalation for high-impact technical issues while supporting and mentoring junior colleagues. Alongside this, you will remain actively involved in Incident Management, including client communications, change management, and service restoration activities.

A key focus of the role is to develop team capability, improve service resilience, and reduce reliance on senior escalation points by sharing knowledge and supporting ongoing team development.

To be successful as a Gateway Service Advisor, you should have experience with:

• Working knowledge of Microsoft and Linux environments, including command-line operations and log analysis.
• Experience working with data and systems, including basic SQL querying and reporting.
• A strong customer service background, supporting internal or external clients.
• Conducting in-depth technical analysis using a variety of tools and software.
• Understanding of eCommerce transaction flows and payment mandates such as Strong Customer Authentication (SCA).
• Familiarity with integration methods such as APIs and Hosted Payment Pages (HPP).
• Excellent written and verbal communication skills, with a professional telephone manner.
• Confidence liaising with stakeholders at all levels, both internally and externally.
• Ability to remain composed under pressure and manage challenging client demands independently.
• Supporting the training and onboarding of new team members.
• Strong problem-solving and analytical skills to identify root causes and deliver solutions.
• Proficiency in Microsoft Office tools, particularly Excel for data analysis and reporting.
• Managing multiple priorities in time-sensitive environments while maintaining compliance standards.
• Handling email and voice communications without compromising quality.

Some other highly valued skills may include:

• Good knowledge of the UK card processing industry.
• Strong decision-making and problem-solving abilities.
• Leadership experience, with the ability to coach, mentor, and develop colleagues.
• Ability to inspire high performance within a team environment.
• Confidence navigating complex technical and operational issues.
• Strong sense of ownership in delivering fair and effective customer outcomes.
• Adaptability and the ability to quickly learn new systems, processes, and regulatory requirements.

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 is based in Northampton, with a hybrid working model of working a minimum of 2 days per week in the office.

Purpose of the role

To address customer questions, concerns or requests while maintaining customer service expectations. 

Accountabilities

• Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• 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 will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

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.