Senior Customer Service Advisor

Overview

Barclays is seeking a Specialist Customer Care Colleague within Barclays's Video team. In this role, you will work directly with customers on an appointment basis to open youth accounts, managing up to 8 appointments per day. Effective diary management is crucial to support Barclays's customers efficiently.

Purpose of the Role:

Provide exceptional customer service while addressing complex customer needs and requests.

Accountabilities:

• Provision of customer service through various communication channels including chat, email, and phone.
• Execution of customer service requirements to resolve complex, specific customer needs, ensuring a personalized resolution for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement and providing recommendations for changes in customer care processes.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries related to the bank’s products and services.
• Development and execution of reports on customer care performance, communicating findings to internal stakeholders.
• Identification of industry trends to implement best practices for improved customer care efficiency.

Analyst Expectations:

• Execute work requirements as identified in processes and procedures, collaborating with closely related teams.
• Check colleagues' work to meet internal and stakeholder requirements.
• Provide specialist advice and support related to your work area.
• Manage risk and strengthen controls in relation to your work.
• Maintain an understanding of how all teams contribute to broader objectives.
• Develop awareness of the principles and concepts relevant to your responsibilities.
• Make judgements based on practice and previous experience.
• Communicate sensitive information to customers effectively.
• Build relationships with stakeholders to address their needs.

All colleagues are expected to embody the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship. Furthermore, they will demonstrate the Barclays Mindset: to Empower, Challenge, and Drive.

What You'll Get in Return:

• Competitive holiday allowance
• Life assurance
• Private medical care
• Pension contribution