Senior Customer Service Advisor – Customer Care Team

Purpose of the role

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

Accountabilities

Core Responsibilities

• Provide customer service across multiple channels:
  • Chat, email and phone support.
• Resolve complex customer needs, delivering personalised and unique solutions for each case.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement in customer care, offering recommendations for change and providing feedback and coaching to colleagues.
• Develop and implement customer care procedures and controls to mitigate risks and optimise efficiency.
• Handle specific customer inquiries, including:
  • Account balances,
  • Transactions,
  • Payments (related to Barclays’ products and services).
• Produce and communicate reports and presentations on customer care performance to senior stakeholders.
• Stay updated on industry trends to incorporate best-practice standards into the team’s operations.

Analyst Expectations

You will be expected to:

• Execute tasks aligned with established processes, while influencing related teams.
• Quality-check work from colleagues to meet internal and stakeholder requirements.
• Provide specialist advice and support within your expertise.
• Take ownership of risk management, strengthening controls for operations in your area.
• Ensure work adheres to relevant regulations, ethical codes, and Barclays’ conduct standards.
• Foster cross-team collaboration, contributing to broader sub-function objectives.
• Build deep understanding of operational principles to refine administrative excellence.
• Make judgements based on experience and past practices.
• Evaluate situations not covered by procedures, balancing multiple options.
• Communicate sensitive customer information professionally, addressing diverse administrative and qualification needs.
• Establish strong relationships with stakeholders and customers to address their requirements.