Barclays
Senior Customer Service Advisor
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Senior Customer Service Advisor – Retail Banking
Location: Branch or Local Hub Contract: Full-time (5 days/week, including weekends) Staring Salary: £27,700 p.a. Package: Competitive benefits including pension, private medical insurance, life insurance, and income protection + full training and career growth
Join Barclays and help transform the way our customers are supported with our exceptional customer service. Whether your experience is in hospitality, retail, or complex customer queries, this opportunity allows you to harness your empathy, passion, and expertise in a role that directly impacts customers’ experiences.
Work always combines with a supportive environment where your development is our priority.
About the Role
As a Senior Customer Service Advisor, you’ll provide personalised, high-quality support to Retail Banking customers in our branches or at local hubs. You’ll be the trusted friendly face for customers seeking guidance, resolving queries and troubling issues with empathy, efficiency, and professionalism.
This hands-on, relationship-driven role ensures customers feel heard, supported, and valued. Your skills in communication, problem-solving, and process improvement will drive satisfaction, loyalty, and operational excellence.
Your Key Accountabilities
Customer Service Delivery
- Deliver exceptional customer service through multiple channels: call, email, web chat, and in-person interactions.
- Handle and resolve complex customer enquiries, conflicts, or concerns effectively, ensuring tailored, personalised solutions for every issue.
- Address a wide range of financial, account, and service-related queries, including:
- Balances, transactions, and payments
- Product issues and troubleshooting
- Communicate sensitive, potentially challenging information clearly, compassionately, and professionally.
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Process & Complaint Resolution
- Identify agents for improvement in customer care processes, offering recommendations backed by data and frontline insights.
- Develop, refine, and enforce customer care procedures and controls to maintain operational efficiency and risk mitigation.
- Collaborate across teams to ensure a consistent, seamless service experience across Barclays.
Performance & Reporting
- Create detailed reports and presentations on customer service performance, highlighting trends and metrics.
- Present key findings to senior stakeholders, providing recommendations and initiatives to enhance service quality.
- Stay updated on industry best practices and implement innovations that ease customer interactions and improve service levels.
Core Responsibilities & Analyst Expectations
Direct Accountabilities
- Lead with mindset: Listen, Empower, challenge, Align, and Develop Teams
- Maintain clear communication with customers and colleagues, following Barclays’ guidelines (e.g., ethical practices, data security, compliance).
- Handle day-to-day operational tasks within guidelines while contributing creative solutions where possible.
- Provide specialist advice and guidance based on expertise.
- Regularly accommodate alarm moments with customers while maintaining a professional demeanour.
- Engage with stakeholders, building relationships to better meet customer needs.
Leadership Functionality
Your role varies in scope and influence:
If Leading/People Management Responsibilities
Demonstrate Barclays’ Leadership Framework (LEAD):
- Listen-Listen: Act with authenticity, creating an environment where feedback is heard.
- Energise-Energise: Inspire and motivate the team with positive energy and clarity of purpose.
- Align-Align: Coordinate organisational and team goals to drive a unified approach.
- Develop-Dvelop: Foster professional growth within your team, fostering resilience and excellence.
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If Individual Contributor:
- Autonomy in workload management while ensuring process adherence.
- Participation as a project contributor beyond your direct team.
- Continuous development—adopt new policies, refine account management systems, and improve broader service quality.
Risk & Compliance
- Act as a chief advocate for risk management, adhering to relevant rules, regulations, and ethical codes.
- Mitigate potential challenges effectively, ensuring a safe, compliant workspace.
- Hold responsibility for complex customer-oriented and internal concerns.
Work Environment & Culture
We’re well beyond just a role—Barclays is an investment in your future. By working here, you gain:
- Meaningful career growth with progressive opportunities.
- A collaborative team here to support your personal and professional development.
- Flexibility and a work-life balance that fosters well-being and satisfaction.
Obligations to Barclays
- Embrace the Barclays Values (Respect, Integrity, Service, Excellence, Stewardship) and
- Barclays Mindset (Empower, Challenge, Drive) as your moral compass and behaviour guides.
All employees are responsible for modelling these principles and committing to continuous improvement.
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