Step into the role of Issuing Customer Maintenance Analyst at Barclays within Barclays’ card issuing department, where you’ll support customers with day-to-day queries relating to credit cards and charge cards. This role is primarily back-office based, focused on investigating, resolving, and maintaining customer accounts, with outbound telephone contact where required—particularly when supporting vulnerable customers or resolving complex issues.

You’ll be responsible for managing customer queries from end to end, ensuring issues are handled accurately, efficiently, and with care. Using a range of internal systems and tools, you’ll investigate account activity, apply judgement, and deliver clear outcomes that meet both customer needs and regulatory expectations.

A key part of the role involves demonstrating empathy and professionalism when handling sensitive or emotional situations. You’ll ensure customers feel supported and informed, while working collaboratively with internal teams to deliver the right resolution. Your work will directly contribute to a safe, compliant, and positive customer experience across Barclays’ card products.

No previous banking experience is required, as full training will be provided. However, this role suits individuals who are detail-oriented, customer-focused, and comfortable balancing accuracy with pace in a regulated environment.

At Barclays, we’re building a team of adaptable, skilled professionals who can deliver high-quality service across a range of customer needs. If you’re passionate about delivering great service and looking for a role where you can learn, grow and thrive, we’d love to hear from you.

To be successful as an Issuing Customer Maintenance Analyst, you should have:

• Proven experience in a customer service role, either within a voice or back-office environment.
• Comfortable working Monday to Friday between 8am and 6pm, on a rotating shift basis.
• Strong listening and empathy skills, particularly when engaging with customers over the telephone.
• Confidence in handling difficult, sensitive, or emotional conversations, including interactions with vulnerable customers.
• Excellent planning and organisational skills, with strong attention to detail when preparing for customer contact and conducting investigations.
• Strong written and verbal communication skills, with the ability to tailor messages to different audiences.
• Ability to understand complex information and summarise options clearly and simply for customers.
• Solid PC skills, including proficiency in Microsoft Office and the ability to navigate multiple systems.

Other highly valued skills include:

• Strong time management skills, with the ability to prioritise in fast-paced, governed environments.
• Confidence in balancing personal, team and client commitments.
• A genuine desire to develop and progress your 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 is based in Sunderland with a hybrid working model of working a minimum of 2 days per week in the office.

Purpose of the role

To support business areas with day-to-day processing, reviewing, reporting, trading and issue resolution.

Accountabilities

• Support various business areas with day-to-day initiatives including processing, reviewing, reporting, trading, and issue resolution.
• Collaboration with teams across the bank to align and integrate operational processes.
• Identification of areas for improvement and providing recommendations in operational processes.
• Development and implementation of operational procedures and controls to mitigate risks and maintain operational efficiency.
• Development of reports and presentations on operational performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice in banking operations.
• Participation in projects and initiatives to improve operational efficiency and effectiveness.

Analyst Expectations

• To meet the needs of stakeholders/ customers through specialist advice and support
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
• Likely to have responsibility for specific processes within a team
• They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate 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 manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
• Make judgements based on practise and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
• Build relationships with stakeholders/ customers to identify and address their needs.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.