Customer Service Advisor

Step into the role of a Customer Service Advisor, where you’ll be the first point of contact for our customers. You will provide help and guidance to each customer, giving a personal touch ensuring they feel valued and respected. You’ll have empathy, understanding and a passion for delivering excellent customer service.

Full training will be provided, and you will be placed within a supportive team who will guide you to ensure you have everything you need to succeed as a Customer Service Advisor. No banking experience is needed just a can-do approach.

Purpose of the role

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

Accountabilities

• Collaboration across multiple digital channels to personalise each interaction with a customer.
• Enhancing 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.
• To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

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. They supervise a team, allocate work requirements, and coordinate 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 their direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting the work of closely related teams.
• Check the 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, regulation, 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.