Senior Customer Service Advisor

Overview

Step into the role of a Senior Customer Service Advisor at Barclays, where you’ll be at the forefront of Barclays's passion for working with customers, providing help and guidance. Whatever their enquiry may be, you’ll assist them with a personal touch, ensuring they feel valued and respected.

Barclays is looking for colleagues with empathy, understanding, and a desire to take ownership of their personal development. You'll have relevant life experience and an understanding of the products Barclays offers to guide customers with the best products for them.

Training and Work Environment

Full training will be provided, and Barclays’ll make it Barclays's job to notice, nurture, and support your ambitions. You will be working in branch or a local site 5 days a week on a salary of £26,500 per annum. Shift patterns tend to be between 8am-8pm, Monday to Saturday, but the successful candidate will need to sign the Monday to Sunday 7am-11pm contract.

Purpose of the Role

To provide exceptional customer service while resolving more 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, delivering unique, personalised resolutions 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, along with feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank’s products and services, including account balances, transactions, and payments.
• Development and execution of reports and presentations on customer care performance and communicating findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practices that improve customer care efficiency and effectiveness.

Analyst Expectations

• Execute work requirements as identified in processes and procedures, collaborating with and impacting the work of closely related teams.
• Check work of colleagues within the team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to your work area.
• Take ownership of managing risk and strengthening controls related to your work or contributions.
• Deliver your work and areas of responsibility in line with relevant rules, regulations, and codes of conduct.
• Maintain and build an understanding of how all teams in the area contribute to broader objectives.
• Develop awareness of the principles and concepts underlying the work within your area of responsibility.
• Make judgements based on practice and previous experience.
• Assess the validity and applicability of previous or similar experiences to evaluate options in unprecedented situations.
• Communicate sensitive or difficult information to customers regarding 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. These values serve as Barclays's moral compass, guiding Barclays in doing what Barclays believe is right. Colleagues will also be expected to embody the Barclays Mindset—Empower, Challenge, and Drive—Barclays's operating manual for behavior.