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Senior Agent - Mortgages

Senior Agent - Mortgages

Posted 4 April by Barclays Contingent Ended
CWSAs a Barclays Senior Agent based in Leeds, you will need to use your previous experience in a call centre, to provide high quality responses to all customer and third parties in regards to all aspects of the Mortgage journey from application through to redemption.You will work full time hours from 9:45am to 5:45pm Monday to Friday, on a contract basis and every third Saturday there will be a 9am-1pm shift. Hours will be taken off during the week if this shift is worked.About us:You will join a team that delivers a seamless customer experience and aims to achieve the best possible outcomes. They pride themselves on a right first time approach to resolving queries and complaints. They're always looking for innovative solutions that challenge the status quo as well as improve our processes.Training:You will be provided with 6 weeks supported training which will help you learn the basics and pass a formal accreditation to remain in the role. This will be followed by a probationary period whereby you will receive regular coaching and feedback in order to achieve the required standards.As a Customer Service Associate, your main responsibilities will involve:
  • Investigate customer / client queries, concerns and complaints whilst withholding judgement, using the conversation cycle and role modelling mutual respect. Utilise all resources to assess and evaluate situations at pace.
  • To provide accurate and current advice and appropriate support to the customers to allow them to make the most informed decision.
  • To engage and take ownership of these queries putting yourself in the customers shoes
  • To capture accurate information and details through the complaint handling process to allow effective analysis of the complaint in a timely manner.
  • To maintain and manage individual tasks on a daily basis to ensure that complaint related tasks are dealt with effectively and within relevant timescales.
  • To clearly communicate requirements to other business areas when information is required to resolve complaint
As a Customer Service Associate, your skills and qualifications will include:· Previous experience in a customer service / contact centre role (essential)· Experience providing customer service over the phone (essential)· Excellent written and verbal communication skills· Being autonomous, with responsibility for your own workload· The ability to work in a high-pressured and fast environment, with the ability to think on your feet· Computer skills, including the Microsoft Office suite

The Benefits:

Our customers deserve the best. The same goes for our people. That's why at Barclays you'll receive a range of benefits including a competitive salary, flexible hours and all the tools, technology and support to help you become the very best you can be

Our Culture:

All we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.
Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.


At Barclays, we recruit based on merit and are committed to promoting diversity throughout our organisation

Reference: 34820065

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