Payment Gateway Specialist (Rotational Shifts)

Step into a dynamic, client-centric role as a Payment Gateway Specialist at Barclays, operating on a weekly rotational shift pattern (including 06:30am, 7:00am, 08:30am, 11:00am, and 7:00pm start times, with every 6th week off). This role is ideal for individuals who thrive in a fast-paced environment and are comfortable working flexible shifts while delivering exceptional service.

As the first point of contact for client queries and incidents, you’ll provide expert support across email and phone channels, resolving complex financial and technical issues with confidence. You’ll collaborate closely with internal teams to ensure seamless service delivery and consistently high levels of client satisfaction.

In this role, you will:

• Deliver high-quality support to clients and internal stakeholders, ensuring every interaction is handled with professionalism and care
• Communicate clearly and confidently, tailoring your approach to both technical and non-technical audiences
• Investigate and troubleshoot payment and system issues, identifying root causes and driving effective solutions
• Manage multiple priorities in time-sensitive situations while maintaining compliance and governance standards

This is a great opportunity to grow your expertise in payments technology while contributing to a high-performing, client-focused team at Barclays.

To be successful as a Payment Gateway Specialist, you should have experience with:

• Strong understanding of eCommerce transaction flows and payment mandates such as Strong Customer Authentication (SCA).
• Proven experience handling both email and voice calls interactions without compromising quality.
• Excellent verbal and written communication skills, and the ability to tailor messages to the audience.
• Experience of conducting in-depth technical analysis and troubleshooting within a technical environment using different tools and software.
• Proficiency in Microsoft Office tools, particularly Excel for analysis and reporting.
• Navigating multiple tasks and challenges in time-sensitive situations, always maintaining compliance and governance standards.

Some other highly valued skills may include:

• Background in a customer servicing or support environment.
• Familiarity with payment gateway products such as SmartPay Advance, Fuse, and future platforms like JusPay.
• Awareness of integration methods (APIs, Hosted Payment Pages) with a willingness to learn more.
• Experience working with data and systems, including basic SQL and exposure to Linux environments for log analysis.

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 Northampton, with a hybrid working model of working a minimum of 2 days per week in the office.

Purpose of the role

To address customer questions, concerns or requests while maintaining customer service expectations. 

Accountabilities

• Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

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 on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• 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 own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.