Barclays
Senior Customer Service Advisor
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Senior Customer Service Advisor
Title: Senior Customer Service Advisor at Barclays
Purpose of the Role
To provide exceptional customer service, resolving more complex customer needs/requests.
Key Accountabilities
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Customer Service Excellence
- Deliver support via chat, email, and phone
- Resolve complex customer needs with personalised solutions
- Provide specialist advice and support to stakeholders/customers
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Collaboration & Process Improvement
- Work cross-functionally with banking teams to align care processes
- Identify areas for improvement and recommend changes
- Coach colleagues on best practices and feedback implementation
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Operational & Risk Management
- Develop customer care procedures to mitigate risks
- Maintain efficient operational practices
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Product & Service Support
- Address inquiries on accounts, transactions, balances, and payments
- Generate analytical reports on care performance for internal stakeholders
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Analyst & Team Expectations
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** if leadership responsibilities:**
- Lead a team, demonstrating the LEAD behaviours:
- L – Listen and be authentic
- E – Energise and inspire
- A – Align across the enterprise
- D – Develop others
- Allocate work, guide professional growth, and supervise teams
- Lead a team, demonstrating the LEAD behaviours:
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If individual contributor:
- Own workload/processes, collaborate cross-team
- Ensure compliance with rules, regulations, and codes of conduct
- Assess risk/controls and validate decisions not covered by procedures
Barclays Cultural Alignment
All colleagues are expected to:
- Live Barclays Values: Respect, Integrity, Service, Excellence, Stewardship (Guiding principles for ethical decision-making).
- Embrace the Barclays Mindset: Empower, Challenge, Drive
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Role Overview
As Senior Customer Service Advisor, you’ll serve Barclays’ Retail Banking customers in branches/local hubs, replacing complex queries with expertise and care. Key Perks Include:
- Competitive salary: £27,700
- Core benefits: Pension, medical, life, and income protection insurance
- Team support & training for growth
Culture & Mission: Barclays is ranked #1 Top Workplace, driven by collaborative, values-driven teams. Expect opportunities to leader customers whilst continuously evolving. Ideal candidates from backgrounds like retail/hostility—bring your empathy expertise!
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