Gateway Service Advisor

Gateway Service Advisor

Northampton, England

As a Barclays Gateway Service Advisor, you will be the primary contact for clients reporting queries and incidents. Within this team, you will using Barclayscard Tools and Gateway Admin servicing portals to diagnose and resolve technical and financial queries, working with other internal teams. You will also be handling customer queries via inbound calls, outbound calls, and emails in which accuracy, quality and efficiency are essential.

Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor', days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

What will you be doing?

• Contributing to team objectives to exceed Key Performance Indicator targets

• Working across teams, multi-skilling where necessary to support business needs

• Dealing with complaints where necessary to drive positive outcomes and then share best practice to mitigate further issues

• Taking ownership and accountability for your customers delivering first point of contact resolution where possible, in a positive manner with speed and accuracy

• Managing and prioritizing your own workload and show initiative and confidence when working unsupervised

• Maintaining an awareness of escalated open incidents and queries to ensure timely, professional and accurate updates to impacted clients

• Working with internal parts of Barclaycard including senior stakeholders, Technical Relationship Management, Product Owners and Project Management

• Determining process and automation opportunities to ensure delivery of outstanding service to our clients

What we're looking for:

• Outstanding communication skills both written and verbal with a professional telephone manner and the ability to tailor messages to the audience

• Effective time management and the ability to balance workflow to deliver against personal and team commitments

• Experience of conducting in-depth technical analysis and troubleshooting within a technical environment using different tools and software

• Proven ability to handle multiple and concurrent tasks and issues

Skills that will help you in the role

• Servicing background, to either internal or external customers

• Good knowledge and grasp of the UK card processing industry

Where will you be working?

Northampton was the birthplace of Barclaycard in 1966 and we've been based in Pavilion Drive since the building opened in 1997. This state-of-the art energy efficient building holds up to 2,500 staff. The office location is perfect for travel from the midlands and London alike as we are based just off the A45, it is easily accessible by both car and bus routes.

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