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Customer Care Agent Location: Glasgow Duration: 3 months Hours/week: 35 hours per week - Rotating shift patterns between 7.30am - 8pm Monday - Friday, 9am - 4pm Saturday and Sunday No previous banking knowledge is needed. You can apply from retail, hospitality, travel or any customer related industry. Your integrity, communication and empathy is what Barclays is looking for. To get you off to a great start, you'll spend the first three weeks learning about Barclays, banking and the role. Alongside formal training sessions, you'll also gain on the job experience. After this, you'll be fully immersed in the role and team at the Glasgow office. Overall Purpose of Role As the first point of contact for our clients, we are responsible for creating a world class client experience. Our Customer Care Agents are expected to communicate with clients in a confident, professional and knowledgeable manner. They will liaise with both internal and external stakeholders to resolve queries and understand requirements in order to meet client needs. This opportunity comes with 3 weeks of excellent training on Smart Investor products. The training will be a combination of Face to Face training and online learning. This will require 100% dedication to take responsibility for an aspect of your own learning, but do not worry there will be lots of Team Leaders to support your learning along the way. This is an ideal opportunity for those wanting to transition into a Financial services position, or those who are looking to start their career. We look forward to hearing from candidates with any type of Customer Service/ Client relations experience regardless of sector, but not inclusive. Any candidates looking to develop their current experience and thrive on building strong and lasting customer relationships, we look forward to hearing from you. This role is a 3 month contract role (with the potential to extend or go perm) with a working shift pattern of: 9am - 5pm - initial 3 weeks to complete full training in the Glasgow office Thereafter rotational shift patterns between 7.30am - 8pm Monday - Friday Please note for the middle month of assignment only there will be shifts assigned 9am - 4pm Saturday and Sunday (day off Monday - Friday) Key Responsibilities Consistently deliver excellent client experience through various method of interaction including but not limited to telephony, chat and written communication Demonstrates confidence when handling challenging and complex situations including digital queries and complaints, taking responsibility to investigate and resolve effectively Help new customers set up accounts so they can move freely to invest online Responsible in ensuring client requests are completed correctly and within agreed time scales whilst adhering to policy and procedures Works with a range of internal stakeholders, support functions and third parties to resolve client queries Responsible for gathering information and facts in order to make key decisions and judgements with an analytical approach Champions continuous improvements, brings forward suggestions, shares best practice and participates fully in team meetings Ensures that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards Identify and report recurring customer issues to management for process improvement. Collaborate with other team members to maintain a high standard of customer service. Stay updated on product knowledge, industry trends, and company updates to better assist customers. Essential Skills/Basic Qualifications A strong and empathic communicator able to offer customers a seamless service Organised and able manage your customer diary at the same time as dealing with busy periods of walk-in customers Able to use Microsoft Office tools to a high standard A real team player About Barclays Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations and functional services across the Group. Randstad Business Support is acting as an Employment Business in relation to this vacancy.
Job Title: Regional Assistant Manager Location: Glasgow Salary: £37,425 per annum Job Type: Full time, 12 Month Fixed Term The Role: We are currently looking for a Regional Assistant Manager to join our passionate and committed Regional team in Glasgow on a 12-month fixed term contract. There is potential for this to be extended or made permanent. The successful candidate will be client focused and an excellent listener, have a keen eye for detail and be able to engage well with all relevant stakeholders. You will support and manage the Client Advisers within the Regional Team, champion training, coaching and overall management of the team. You will be required to support in the completion of all types of asylum applications, induction briefings to new arrivals in initial accommodation, provide them with advice and guidance around the asylum process, asylum support and their obligations. If you are looking for an exciting role within an ever-growing, fast paced team, we'd love to hear from you! As the Regional Assistant Manager your duties would include: ? Provide an Advice and Guidance service to Asylum Seekers and Failed Asylum Seekers, including assessing eligibility criteria and completing Asylum Support Application Forms (ASFs), notifying the Authority on changes of circumstances, immigration related matters within the scope of OISC regulations, Voluntary Assisted Returns, and signposting to other organisations Conduct line management of client advisers, including supporting the recruitment and inductions of new staff, employee development, appraisal and supervision, performance monitoring, absence monitoring, disciplinary and conflict resolution First line of escalation for Client Advisers on complex cases, including unplanned and complex cases, ensuring Initial Accommodation requests, Requests for Further Information and Evictions are dealt with in a timely manner, and initial escalation for safeguarding issues or concerns Handle calls effectively, work in a timely way to ensure that clients are supported appropriately whilst ensuring that we are able to support as many people in need as possible To support KPI assurance for the regional team Provide outreach and face to face support for clients and those with additional support needs, by appointment, at designated locations, as required by the Regional Manager or / or Head of Service The experience and skills you need: Demonstrable competence in a people management role, at supervisory level Working with people in sensitive and emotionally demanding situations is essential Proven ability to prioritise and work on your own initiative whilst respecting boundaries What else to expect: The Regional team operate Monday to Friday between 8am and 6pm, however this service operates and Out of Hours and there will be a requirement to work this on a rota basis This post will, on occasion, require travel therefore flexibility is required to meet this need when it arises About Migrant Help: Migrant Help is a leading charity that has been established for over 50 years and delivers a range of support and advice services to migrants across the UK. Our vision is for a global society that protects vulnerable migrants, treats them with respect and enables them to reach their full potential. We place a high value on employees in relation to the work that they do and the benefits the organisation offers, with an ethos of being a Great Place to Work. These are some of the benefits we offer: Flexibility and work life balance Enhanced family friendly provisions Additional holiday entitlements Perkbox benefits Non-contributory pension scheme Migrant Help is committed to safeguarding those we provide a service to, applicants will have to undergo strict vetting procedures throughout different stages of the recruitment process. This post is subject to a Disclosure and Barring Service (DBS) check This post is subject to a Counter Terrorism Clearance (CTC) Therefore the applicant must: Be able to provide a valid passport e.g. 10-year full British passport, EU or non-EU Passport with indefinite leave to remain Be able to provide continuous UK address history for the previous 5 years Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment Closing Date: 15th May 2024 Please click on the APPLY button to complete the application form for this role. Candidates with the experience or relevant job titles of; Regional Manager, Regional Assistant, Line Manager, Assistant Line Manager, Client Advisor Manager, Advisor Manager, Account Manager may also be considered for this role.