Senior Customer Service Advisor

Join us as a Senior Customer Service Advisor at Barclays, where you’ll be working as part of a team delivering end-to-end customer service by completing a wide range of customer activities, involving communication with both internal and external customers. You’ll be responsible for high volumes of both inbound and outbound call processing, where accuracy and efficiency are essential, and deliver excellent customer service whilst making a valuable contribution to the team.

To be successful as a Senior Customer Service Advisor, you should have:

• Ability to handle a high volume of voice calls without compromising quality.
• Ability to manage tasks in time-sensitive scenarios and within governance.
• Good time management and the ability to balance workflow to deliver against personal and team commitments.
• Strong PC skills including Microsoft Office.

Some other highly valued skills may include:

• Servicing background, to either internal or external customers.
• Strong communication skills, both verbal and written, and the ability to tailor messages to the audience.

You may be assessed on the key critical skills relevant for success in the role, such as risk and controls, change and transformation, business acumen, strategic thinking, and digital and technology, as well as job-specific technical skills.

Purpose of the role

To address customer questions, concerns, or requests while maintaining customer service expectations.

Accountabilities

• Provision of customer service to customer questions, concerns, and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practices in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

Analyst Expectations

• To 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.
• They 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, they manage their own workload, take responsibility for the implementation of systems and processes within their own work area, and participate in projects broader than the 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 the team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to their 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, regulations, and codes of conduct.
• Maintain and continually build an understanding of how all teams in the 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 practice 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.