Senior Customer Service Advisor

Purpose of the role

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

Accountabilities

• Provide customer service through chat, email, and phone channels.
• Resolve complex and specific customer needs with personalised solutions.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement and recommend changes in customer care processes.
• Provide feedback and coaching to colleagues on highlighted improvement areas.
• 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 present reports and presentations on customer care performance, communicating findings to internal senior stakeholders.
• Identify industry trends and developments to implement best practices that improve customer care efficiency and effectiveness.

Responsibilities

• Meet stakeholder and customer needs through specialist advice and support.
• Perform prescribed activities promptly and to a high standard, impacting the role and surrounding roles.
• Manage workload, implement systems and processes within own work area, and participate in broader projects.
• Check work of colleagues to meet internal and stakeholder requirements.
• Take ownership of managing risk and strengthening controls in the work you own or contribute to.
• Deliver work in line with relevant rules, regulation and codes of conduct.
• Build relationships with stakeholders and customers, identifying and addressing their needs.

Key Behaviours

• LEAD behaviours - L: Listen and be authentic, E: Energise and inspire, A: Align across the enterprise, D: Develop others.
• Demonstrate Barclays Values of Respect, Integrity, Service, Excellence and Stewardship.
• Adopt the Barclays Mindset - Empower, Challenge and Drive.

Experience and Skills

• Background in customer service, retail, hospitality, or any role supporting customers with complex queries or needs.
• Strong empathy, dedication and exceptional customer service skills.
• Ability to communicate sensitive or difficult information to customers effectively.
• Experience working with a team in a high volume environment.

Benefits

• Competitive salary starting at £27,700.
• Full training and support from a collaborative team.
• Pension plan, private medical insurance, life insurance, and income protection.

Location

This role is based in Bury St Edmunds, working 5 days per week, including some weekends.