Senior Customer Service Advisor

Overview

Purpose of the role: provide exceptional customer service while resolving more complex customer needs/requests.

Responsibilities

• Provide customer service through various channels including chat, email and phone.
• Execute customer service requirements to resolve more complex, specific customer needs and provide a unique, personalised resolution for each case.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement and provide recommendations for changes in customer care processes, plus feedback and coaching for colleagues on highlighted areas.
• Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolve specific customer inquiries related to the bank's products and services (accounts, balances, transactions, payments).
• Develop and present reports on customer care performance and communicate findings to internal senior stakeholders.
• Identify industry trends to implement best practices for improved customer care efficiency and effectiveness.

Analyst Expectations

• Meet stakeholder and customer needs through specialist advice and support; perform activities timely and to a high standard affecting the role and related roles.
• Possibly lead and supervise a team, allocating work and coordinating resources; or contribute as an individual with accountability for own workload and processes.
• Demonstrate leadership behaviours where applicable: Listen, Energise, Align, Develop (the four LEAD behaviours). For individual contributors, manage own workload and participate in broader projects.
• Execute work in line with processes, procedures, and regulatory requirements; manage risk and strengthen controls.
• Build relationships with stakeholders and customers to identify and address needs.
• Maintain understanding of how teams contribute to broader objectives and continuously develop domain knowledge.
• Communicate sensitive information appropriately and deliver results that align with the organisation's values (Respect, Integrity, Service, Excellence, Stewardship).

What you'll bring

• Experience in customer service roles; suitable backgrounds include customer service, retail, hospitality, or any role supporting customers with complex queries.
• Ability to provide specialist advice and support within own work area and collaborate with related teams.
• Willingness to work as part of a team in a bank environment and uphold core values and behaviours.

Benefits and Working Arrangements

• 5 days per week, including some weekends.
• Salary: £27,700 per year.
• Core benefits package: pension plan, private medical insurance, life insurance, income protection.
• Full training and a collaborative team environment to support growth.

At Barclays, we are offering a career in customer care with opportunities to serve retail banking customers in-branch or at local hubs.