Senior Customer Service Advisor

Purpose of the Role

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

Accountabilities

Provision of customer service through various communication channels including chat, email and phone; execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case; collaborating with teams across the bank to align and integrate customer care processes; identification of areas for improvement, providing recommendations for change in customer care processes and feedback and coaching for colleagues; development and implementation of customer care procedures and controls; resolution of specific customer inquiries and issues related to the bank's products and services; development and execution of reports and presentations on customer care performance; identification of industry trends and developments.

Analyst Expectations

Meet the needs of stakeholders/customers through specialist advice and support. Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles. 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.

Leadership Behaviours (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:

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

Individual Contributor Expectations

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. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct. Continue to develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based. Make judgements based on practice and previous experience. Communicate sensitive or difficult information to customers. Build relationships with stakeholders/customers to identify and address their needs.

Behavioural Expectations

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive.

Role Summary

Join us at Barclays as a Senior Customer Service Advisor and help make a real difference to our customers every day. You'll be the friendly face for our Retail Banking customers in branch or at our local hubs, offering expertise, guidance and support with every interaction. The role works 5 days per week, including some weekends, and offers a competitive salary starting at £27,700, along with a comprehensive benefits package.