Barclays
Senior Customer Service Advisor
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Job Description: Senior Customer Service Advisor
Purpose of the Role
To provide exceptional customer service while resolving more complex customer needs/requests.
Accountabilities
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Customer Engagement
- Provide customer service through various communication channels, including chat, email, and phone.
- Execute customer service requirements to resolve complex, specific customer needs, delivering personalised resolutions for each case.
- Identify opportunities for process improvement and recommend changes to enhance customer care operations.
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Cross-Team Collaboration
- Collaborate with teams across the bank to align and integrate customer care processes.
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Process Development & Control
- Develop and implement customer care procedures and controls to reduce risks and maintain operational efficiency.
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Product & Service Expertise
- Resolve specific customer inquiries related to the bank’s products and services, including account balances, transactions, and payments.
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Performance Reporting & Stakeholder Communication
- Create and execute reports and presentations on customer service performance, communicating findings to senior stakeholders.
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Industry Innovation
- Monitor industry trends and implement best practices to improve customer care efficiency and effectiveness.
Role Expectations
For Analytical & Supportive Roles
- Meet stakeholder and customer needs through specialist advice and support.
- Perform activities timely and to a high standard, impacting the role and surrounding functions.
- Likely responsibility for specific processes within a team.
- May lead or supervise a team, including:
- Guiding professional development
- Allocating work and coordinating resources
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For Leadership Roles
If the position carries leadership responsibilities, People Leaders are expected to demonstrate the LEAD behaviours:
- L – Listen and be authentic
- E – Energise and inspire
- A – Align across the enterprise
- D – Develop others
For Individual Contributors
- Manage own workload while ensuring systems and processes align with expectations.
- Participate in projects beyond direct scope.
- Collaborate with related teams, supporting them through workloads.
- Check work of colleagues to ensure adherence to internal and stakeholder requirements.
Core Responsibilities Across All Roles
- Provide specialist advice within your work area.
- Take responsibility for risk management and strengthening controls in assigned activities.
- Ensure work aligns with regulations, rules, and codes of conduct.
- Contribute to broader function objectives through cross-team collaboration.
- Continuously develop expertise, leveraging past experiences to make informed judgements.
- Communicate sensitive or difficult information professionally.
- Build strong relationships with stakeholders and customers to address their needs.
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Barclays Values & Mindset
All roles require alignment with Barclays’ core values:
- Respect, Integrity, Service, Excellence, Stewardship (our moral compass)
- Empower, Challenge, and Drive (our operating framework)
Join Barclays as a Senior Customer Service Advisor
Advance your career with Barclays by helping customers daily. As a friendly face for Retail Banking, you’ll provide expert guidance and support for:
- Resolving complex customer queries.
- Delivering in-person or hub-based customer service with a linchpin expertise in Barclays’ products and services.
Key Details:
- Contract:
- 5 days per week, including some weekends.
- Starting Salary: £27,700.
- Additional Benefits:
- Pension plan
- Private medical insurance
- Life insurance
- Income protection
- Full training and team support
- Possible Travel:
- Assignment to local branch hubs in Mold and Flint.
Step into a role that offers more than a job—Shape your career at Barclays, a #1 Top Workplace, where self-motivated, hard-working teams drive meaningful impact. Collaborate with like-minded professionals determined to make a difference.
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