Customer Service Associate

Location: Hardingstone

Step into a fast-paced and ever-evolving role within the Fraud department as a Fraud Customer Care Colleague here at Barclays, where you'll be at the forefront of investigating multi-faceted customer complaints. You'll work directly with customers and external stakeholders to deliver clear, influential resolutions across multiple areas. This is more than just a complaints role — it's an opportunity to build deep knowledge, sharpen your communication skills, and make a real impact.

With continuous coaching, upskilling, and development, you'll thrive in a supportive environment that values quality, attention to detail, and professional growth.

To be successful in this role, you should have:

The ability to work at pace and under pressure, while maintaining focus and accuracy

High-quality complaint handling experience, with significant attention to spelling, grammar, and written communication

Clear and confident communication, with the initiative to ask questions and strong investigative skills to support effective resolution

Some other highly valued skills may include:

Previous experience in Fraud and Complaint handling, demonstrating strong investigative and resolution skills

Experience in coaching and development, supporting team growth and performance improvement

As part of our Customer Care team, you'll receive a salary of £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. At Barclays, we're not just offering you a role - we're offering you a career.

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 Northampton.

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…