Customer Service Advisor

Purpose of the role

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

Accountabilities

• Collaborate across multiple digital channels to personalise each interaction with a customer.
• Enhance 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.

Expectations

• Meet the needs of stakeholders/customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard.
• Likely to have responsibility for specific processes within a team.
• May lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, people leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are:
• L - Listen and be authentic
• E - Energise and inspire
• A - Align across the enterprise
• D - Develop others
• OR for an individual contributor: manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within 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 area contribute to the objectives of the broader sub function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative/operational expertise.
• Make judgements based on practise and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer 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 - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave.

Job role

Join us at Barclays as a Customer Service Advisor and help make a real difference to our customers every day. Whether your background is in customer service, retail, hospitality, or any other role where you've supported customers, this is your chance to bring your passion for helping people to a role where your empathy and dedication can truly shine. You'll be the friendly face and first point of contact for our Retail Banking customers in branch or at one of our local hubs, offering face to face guidance and support with every interaction.

As part of our Customer Care team, you'll work 5 days per week, including some weekends, and start with a competitive salary of £26,700. On top of that, you'll enjoy our comprehensive core benefits package, which includes a pension plan, private medical insurance, life insurance, and income protection.

With full training and the support of our collaborative team, we'll ensure you have everything you need to succeed and grow with us. This role requires flexibility to work across all sites, including Lincoln, Grantham, Newark, Boston and Sleaford.

Benefits and working environment

• Competitive salary of £26,700.
• Comprehensive core benefits package: pension plan, private medical insurance, life insurance, income protection.
• Full training and support from a collaborative team.
• Flexibility to work across multiple sites.

Our work experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programmes, but most importantly, it's our people. Our employees are self disciplined, hard working, curious, trustworthy, humble and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the Top Workplace in the area.