Barclays
Senior Customer Service Advisor
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Senior Customer Service Advisor
Senior Customer Service Advisor at Barclays
Join us at Barclays as a Senior Customer Service Advisor and help make a real difference to our customers every day. Whether your background is in customer service, retail, hospitality, or any other role where you've supported customers with complex queries, this is your chance to bring expertise, dedication, and exceptional support to our Retail Banking environment.
You’ll represent our brand in branch or local hub locations, offering guidance and support with every customer interaction—working 5 days per week, including some weekends. You’ll start with a competitive salary of £27,700 per annum and enjoy comprehensive core benefits, including:
- Pension plan
- Private medical insurance
- Life insurance
- Income protection
With full training and the collaboration of a supportive team, we’ll ensure you have everything you need to succeed and thrive in your career with us.
Purpose of the Role
To provide exceptional customer service while resolving complex customer needs/requests.
Key Responsibilities
Core Accountabilities
- Deliver customer service across multiple communication channels, including chat, email, and phone.
- Resolve complex, personalised customer queries with tailored solutions.
- Collaborate with cross-functional teams to align customer service processes.
- Identify areas for improvement in customer care and recommend enhancements.
- Coach colleagues based on identified strengths or development opportunities.
- Develop and implement customer service procedures while mitigating risks and maintaining operational efficiency.
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Product & Service Support
- Address specific customer inquiries, including:
- Account balances
- Transactions and payments
- Provide specialist advice pertaining to Barclays’ products and services.
Reporting & Process Improvement
- Create and present performance reports on customer care metrics.
- Communicate insights to senior stakeholders.
- Stay ahead of industry trends to implement best practices for efficiency and effectiveness.
Analyst Expectations
Successful candidates will meet the following core expectations:
- Stakeholder & Customer Support: Provide specialist advice while ensuring clear, empathetic communication.
- Timely Execution: Complete prescribed activities to a high standard, aligning with key objectives.
- Responsibility for Processes: Take ownership of specific automated/operational processes—may also oversee teams.
- Collaborative Impact: Work with neighbouring teams to drive improvements and maintain standards.
Leadership Roles (if applicable)
If exceeding an individual contributor scope, Senior Customer Service Advisors may:
- Lead a team by demonstrating the four LEAD behaviours:
- Listen and be authentic
- Energise and inspire
- Align across the enterprise
- Develop others
- Allocate work and coordinate resources to achieve consistently excellent performance.
Contributor Roles
For non-leadership-facing roles, key responsibilities include:
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- Self-Management: Handle workload autonomously, adhering to procedures and exceptions where needed.
- Cross-Team Collaboration: Support impacting related functions while maintaining operational integrity.
- Quality Assurance: Check colleagues’ work to meet regulatory and stakeholder requirements.
- Risk Awareness: Own risk mitigation in processes and stay compliant with regulations and codes of conduct.
- Continuous Improvement: Expand domain knowledge to contribute better to broader, corporate-level objectives.
- Judgement & Critical Thinking: Assess applicability of prior experiences where procedures are absent and communicate sensitive/sensitive transactions.
- Stakeholder Engagement: Build lasting relationships to comprehensively address needs.
Barclays Values & Mindset
All candidates are expected to embody our five core values and adopt the Barclays Mindset:
- Values:
- Respect
- Integrity
- Service
- Excellence
- Stewardship (our principle moral compass for decision-making)
- Mindset Behaviours (our operating manual):
- Empower (grow others)
- Challenge (push boundaries where appropriate)
- Drive (strive for excellence in all actions)
This role opens the door to a career where your empathy, technology-savvy patience, and problem-solving skills can directly shape banking excellence from the front line. Join our mission to empower millions of customers every day.
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