Senior Customer Service Advisor

Senior Customer Service Advisor

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

Responsibilities

• Provide customer service through chat, email, and phone.
• Resolve more complex and 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 and provide recommendations for change in customer care processes. 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 senior stakeholders.
• Identify industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
• Meet the needs of stakeholders and customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard, impacting the role and surrounding roles.
• Collaborate with closely related teams, check work of colleagues within the team, and provide specialist advice.
• Take ownership for managing risk and strengthening controls in work areas.
• Deliver work in line with relevant rules, regulations, and codes of conduct.

Key Expectations

• May lead and supervise a team, guiding professional development, allocating work, and coordinating resources.
• For individual contributor roles, manage own workload and implement systems and processes.
• Execute work requirements identified in processes and procedures.
• Communicate sensitive or difficult information to customers regarding customer advice or day to day administrative requirements.
• Build relationships with stakeholders and customers to identify and address their needs.
• Demonstrate Barclays Values: Respect, Integrity, Service, Excellence, Stewardship.
• Demonstrate Barclays Mindset: Empower, Challenge, Drive.

Behaviours

• The four LEAD behaviours: Listen and be authentic; Energise and inspire; Align across the enterprise; Develop others.

Qualifications

• Background in customer service, retail, hospitality, or a role with experience supporting customers with complex queries or needs.
• Excellent empathy, dedication, and customer service skills.

Benefits

• Competitive salary of £27,700.
• Pension plan.
• Private medical insurance.
• Life insurance.
• Income protection.

Location

Based in Huddersfield with a requirement to work one day per week at the Halifax site.