No Experience Customer Service Jobs – Call Centre Advisor at Barclays Bank UK

Organisation: Barclays Bank
Duty Station: Uganda
Reports to: Team
Leader/Centre Manager
About Barclays UK:
Barclays is a
British multinational banking and financial services company headquartered in
London. It is a universal bank with operations in retail, wholesale and
investment banking, as well as wealth management, mortgage lending and credit
cards. It has operations in over 50 countries and territories and has around 48
million customers. As of 31 December 2011, Barclays had total assets of US$2.42
trillion, the seventh-largest of any bank worldwide.
Job Summary: The Call
Centre Advisors will support Barclays Bank through the provision of excellent
service to all customers about product information, real time resolution of
customer queries, complaints, handling and  
identification of customer needs through leads generation.
Key Duties and Responsibilities:  
Inbound and Outbound Calling: Own the
resolution of customer queries by responding to their requests at the first
instance using all the bank’s systems available.
Managing Customer Complaints: Log all calls
received on the query management system (BOC) indicating customer and query
details as required.
o   The Call Centre
Advisors will ensure that calls logged correspond to calls received (number of
calls) on a daily basis.
o   Collate
customer responses to all questions pertaining to out-bound calling, log to
BOC/ complete the Excel sheet and submit to the Contact Centre Team leader/MI
team as per laid down procedures.
o   The incumbent will
also ensure that all the details pertaining to customer complaint is obtained
from the customer, log all required details into the bank’s complaint
management system (BOC) and follow up for resolution of all complaints that can
be resolved at First Point of contact.
o   When receiving
calls from customers or potential customers requesting information on the
bank’s products identify the product requirement and the branch a customer
would choose to deal with.
o   Arrange for the
in-branch Customer Advisor to contact the customer and follow-up whether this
has been done at the agreed time.
Identification of Sales Leads: Based on a
database provided, and a formalized script, call Customers as requested so as
to support the business in achieving its goals.
Email Queries/Digital Requests/ Others:
Action digital requests i.e. BIR, Hello money within
Ensure strict adherence to risk and
o   Strictly adhere
to all risk and governance policies and procedures.
o   Adherence to
Financial Consumer Protection Guidelines
o   Comply with
Risk and Control Activities and adherences.
o   Comply with all
Human Resources policies and procedures
Perform any other duties assigned by the Team
Leader/Centre Manager
Qualifications, Skills and Experience:  
The Call Centre Advisors  should have some customer service knowledge
Excellent communication skills
Good telephone etiquette
Good negotiation skills
Excellent interpersonal skills
Good problem solving skills and ability
Decision Making Ability
General Business Writing
Skills in Troubleshooting
Technical Inclination
Good organizational and planning Skills
Personal initiative
Keen attention to detail
Good team player
Friendly personality
Can do attitude
Impeccable level of integrity
The applicants should ideally be multi-lingual
Computer literacy skills
Language proficiency and writing skills
Basic knowledge of Financial Industry products
Barclays Products and Service
How to Apply:
If you feel
challenged by any of the above positions, and believe you can deliver on key
deliverables as outlined above, upload your application letter, current
curriculum vitae and photocopies of academic certificate to our recruitment
website detail below:
Barclays is an
equal opportunity employer that recruits, develops and promotes people on
merit, and rewards outstanding performance, regardless of background and
For queries
contact us on 0417122453 or email:
16th August, 2015
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