Senior Customer Service Advisor

Job Description

To provide exceptional customer service while resolving more complex customer needs/requests.

Responsibilities

• Provide customer service through chat, email, and phone.
• Resolve complex, specific customer needs, giving a unique, personalised resolution for each case.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement, recommend change in customer care processes, and provide feedback and coaching for colleagues.
• Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolve specific customer inquiries and issues related to the bank's products and services, including account balances, transactions, and payments.
• Develop and execute reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identify industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
• Manage own workload, support implementation of systems and processes within own work area, and participate in projects beyond the direct team.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls in relation to the work owned or contributed to.
• Communicate sensitive or difficult information to customers.
• Build relationships with stakeholders and customers to identify and address their needs.

Qualifications & Expectations

• Background in customer service, retail, hospitality, or any role supporting customers with complex queries or needs.
• Demonstrated ability to perform prescribed activities in a timely manner and to a high standard.
• For individual contributors, ability to manage own workload and implement systems and processes.
• For leaders, ability to supervise a team, allocate work, support professional development, and demonstrate leadership behaviours: Listen, Energise, Align, and Develop.
• Strong judgement skills, ability to assess validity and applicability of experience, and evaluate options under circumstances not covered by procedures.
• Ability to communicate effectively, build relationships, and strengthen controls.
• Commitment to the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship, and the Barclays Mindset of Empower, Challenge, and Drive.

Benefits

• Competitive salary of £27,700.
• Pension plan.
• Private medical insurance.
• Life insurance.
• Income protection.
• Full training and support from a collaborative team.

Working Hours & Location

Work 5 days per week, including some weekends. (Location: Derby)