Customer Service Advisor

Purpose of the Role

To provide resolutions for customer queries and issues and personalise each interaction through the use of multiple communication channels.

Accountabilities

• Collaboration across multiple digital channels to personalise each interaction with a customer.
• Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
• Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
• Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
• 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 implementing systems and processes within own work area and participate in projects beyond the direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting the work of closely related teams.
• Check the work of colleagues within the team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• 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 all teams in the area contribute to the objectives of the broader sub function.

Leadership Behaviours (LEAD)

• L - Listen and be authentic
• E - Energise and inspire
• A - Align across the enterprise
• D - Develop others

Key Responsibilities

• Serve as the friendly face and first point of contact for Retail Banking customers in branch or local hubs.
• Offer face to face guidance and support with every interaction.
• Communicate sensitive or difficult information to customers related to customer advice or day to day administrative requirements.
• Build relationships with stakeholders and customers to identify and address their needs.
• Maintain and build an understanding of how teams contribute to the broader objectives.

Working Hours and Compensation

Work 5 days per week, including some weekends. Starting salary of £26,700. Comprehensive core benefits package includes a pension plan, private medical insurance, life insurance, and income protection.

Barclays Values

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

Equal Employment Opportunity

Barclays is an equal opportunity employer. We celebrate diversity and provide a welcoming environment for all employees and candidates.