Customer Service Advisor

Job Description

Customer Service Advisor - Retail Banking role at Barclays in Rugby.

Purpose of the role

To provide resolutions for customer queries and issues, personalising each interaction through multiple communication channels.

Accountabilities

• Collaborate across multiple digital channels to personalise customer interactions.
• Enhance the bank's digital capabilities when current technology is not yet ready to support.
• Provide exceptional customer service by responding to inquiries, resolving issues and handling client requests efficiently.
• Support collaboration with internal stakeholders (sales, operational, and risk management teams) to meet client needs and ensure accurate and timely transactions.
• Support teams within the business operations function as needed, including risk management, compliance and collections.
• Comply with all regulatory requirements and internal policies related to customer care.

Analyst Expectations

• Meet the needs of stakeholders and customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard.
• Take responsibility for specific processes within a team.
• Lead or supervise a team (if leadership role), guiding professional development, allocating work and coordinating resources.
• Demonstrate Barclays LEAD behaviours: Listen, Energise, Align, and Develop.
• Manage own workload and implement systems and processes within own work area.
• Collaborate with closely related teams, influencing their work.
• Check colleagues' work to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls.
• Deliver work in line with relevant rules, regulations and codes of conduct.
• Maintain an understanding of how all teams contribute to broader objectives.
• Make judgements based on practice and experience, assessing applicability and evaluating options when procedures do not cover the situation.
• Communicate sensitive or difficult information to customers.
• Build relationships with stakeholders to identify and address their needs.

Qualifications

• Background in customer service, retail, hospitality or a similar role supporting customers.
• Empathy and dedication to customer care.
• Ability to work 5 days per week, including occasional weekends.

Company Values

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

Benefits

Competitive salary of £26,700. Core benefits package includes pension plan, private medical insurance, life insurance and income protection. Full training and support from a collaborative team to help you succeed and grow.