Barclays
Senior Customer Service Advisor
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Senior Customer Service Advisor
Senior Customer Service Advisor – Retail Banking (Barclays)
We’re hiring Senior Customer Service Advisors to deliver exceptional support and make a meaningful impact in our Retail Banking customer experience. Whether your experience is in customer service, retail, hospitality or beyond, bring your dedication, empathy, and passion for problem-solving to a role where you’ll handle and resolve complex customer needs—in branch or at local hubs.
Role Purpose
To deliver exceptional customer service, resolving high-complexity customer needs, requests, or issues across our Retail Banking functions. This reflects our commitment to personalised, efficient, and compassionate care.
Key Responsibilities
Core Accountabilities
- Support customers via phone, email, chat, and in-person interactions, ensuring every engagement reflects outstanding service standards.
- Resolve complex and high-value customer queries, including:
- Account balances, transactions, and payment disputes
- Policies, eligibility, and account-related dilemmas
- Liaison with internal teams on escalated matters
- Offer tailored, personalised solutions, aligning with Barclays’ commitment to Service Excellence.
- Build rapport with customers and stakeholders, clearly communicating sensitive information as required.
- Monitor and improve process efficiency and control adherence, identifying critical gaps and sharing best-practice recommendations.
Team & Leadership
- Actively collaborate with cross-functional banking teams to streamline care processes and enhance operational efficiency.
- Contribute to team cohesion, fostering an environment where colleagues can grow, learn, and excel.
- Leadership or Mentorship (dependent on role scope):
- Guide team members, provide constructive feedback, and develop peer professional skills.
- Allocate workloads strategically, balancing development with performance accountability.
- Demonstrate our LEAD Leadership Behaviours (if supervising others):
- Listen authentically
- Energise and inspire the team
- Align collaboratively across the business
- Develop others through supportive guidance
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Process & Performance
- Prepare, deliver, and communicate detailed performance reports with actionable insights to senior stakeholders.
- Proactively anticipate industry trends and implement measures to enhance care fidelity and minimise risk.
- Lead quality assurance reviews to ensure adherence to policies, regulatory guidance, and ethical standards.
Essential & Desirable Qualifications
Experience & Skills
- Proven track record in customer-facing roles, preferably in financial services, sales, account management, or technical support.
- Strong resolution capabilities under pressure, with a bias toward constructive, service-oriented outcomes.
- Outstanding active listening, problem-solving, and conflict-resolution skills.
- Technical proficiency with CRM systems, accounting tools, and internal transaction platforms.
- Optional: Experience in operational team leadership or professional coaching/mentoring.
Knowledge & Mindset
- Barclays Values: Must consistently embody Respect, Integrity, Service, Stewardship, and Excellence in daily tasks.
- Barclays Mindset:
- Empower: Drive bold solutions with team agility.
- Challenge: Paradigms within care processes.
- Drive: Accountability in executing applications of best practices and risk controls.
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Training & Development
- Full induction program provided, covering:
- Branch operations and regulatory knowledge.
- Conflict management and de-escalation techniques.
- Company procedures for security, data privacy, and compliance.
Benefits
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Starting salary: £27,700 (competitive market rate for senior roles).
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Unique workload perks:
- Flexibility within a 40-hour workweek (Mon-Fri + some weekends).
- Work sites in Mold and Flint, offering a blend of branch service and hub team collaboration.
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Extensive benefits package:
- Private and workplace pension schemes
- Comprehensive Private Medical Insurance and Life Cover
- Income Protection Insurance
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Beyond the role:
- Clear career progression paths with upskilling opportunities.
- Recognition programs tied to ** Bea**rcays’ commitment to team excellence.
Additional Notes
- Location: Primarily based in Mold or Flint hubs; travel may be necessary for small-scale operations collaboration.
- Culture: Teamwork is central to success—expect a supportive, performance-driven environment.
We are seeking self-motivated, empathetic individuals ready to go the extra mile for our customers. Join us and turn exceptional service into meaningful careers.
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