You are expected to be in ten or so minutes before you start your shift to log in and open your systems. You should know what you are doing that day, unless something has changed recently (this happens a lot), and you should immediately open your case queue and begin working through customer claims. You need to start with the oldest cases and work from there. Written guidance is available but it is not very easy to use or written in an easy to understand way. Your team will have a Subject Matter Expert who doubles as your Deputy Team Leader. The Deputy Team Leader will often be the most hands-on with the team, whilst the Team Leader serves as more of a middleman between higher management and yourselves. It depends on the approach of each individual TL and team.
The systems tend to be slow at the best of times and often a whole system will have a bug or not be working at all. You will regularly use more than seven applications at once on a case and you have one, albeit largish, screen to use.
The general philosophy is to do what is best for the customer but sometimes decisions are made in which "the risk has been accepted" and you may feel pressured to put productivity over the quality of your work. Your case work is checked regularly by Quality Control agents and you are given support to improve your work. You may be put on an improvement plan if your work falls below a certain level and you may lose out on bonuses.
The permanent benefits are good but I would say the salary is a little under what you are due considering the core and extra responsibility you are expected to handle each day.
The office is generally relaxed with office banter and a smart-casual dress code. Your experience really depends upon which TL you have though. In past years they have held Christmas parties which are funded by the sale of the tickets to staff, there is not a budget for this.
I have tried to lay out the facts without too much emotive language but my personal experience was that is a bureaucratic and hypocritical company. I often felt that I had to compromise my morals in order to be seen as meeting my job role expectations. The pay, benefits, and absence procedures altogether are better than most places. If you believe in the saying "at the end of the day, it's a business" then you'd do well at Barclays.
smart-casual dress code, relaxed office environment, great colleagues
do as I say, not as I do