Barclays
Senior Customer Service Advisor
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Senior Customer Service Advisor
Senior Customer Service Advisor – Retail Banking
Location: Barclays branch or local hub Contract: 5 days per week (includes weekends) Salary: £27,700 (competitive starting salary)
Join us at Barclays and bring your proven passion for customer service to elevate the experiences of our Retail Banking customers. Whether your background lies in customer service, retail, hospitality, or another field where you’ve practiced complex problem-solving, this role is an opportunity to bring your empathy, dedication, and exceptional skills to a高级的全面性的客服职能。
About the Role
As a Senior Customer Service Advisor, you’ll serve as the friendly, knowledgeable face of Barclays. Our Retail Banking customers—both in branch and across our local hubs—rely on your expertise to navigate their inquiries, deliver tailored advice, and ensure a seamless experience.
You’ll work as part of our Customer Care team, supported by collaborative colleagues and guided by full training to help you refine your skills while driving positive change. At Barclays, we don’t just hire for today’s needs—we invest in tomorrow’s career.
Purpose of the Role
To provide exceptional, personalised customer service by resolving complex queries, anticipating needs, and delivering unique, one-to-one support. This extends across multiple communication channels, including phone, email, and chat, while embodying Barclays’ commitment to excellence in service.
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Accountabilities
Customer-Facing Responsibilities
- Engage with customers via phone, email, and live chat, resolving complex issues with clarity and empathy.
- Offer specialist advice on account balances, transactions, payments, and Barclays’ products and services.
- Develop personalised solutions for individual customer needs, fostering trust and loyalty.
Process Innovation & Improvement
- Identify areas for improvement in customer service processes and recommend actionable changes.
- Provide coaching and feedback to colleagues to enhance team performance.
- Create and refine operational controls to mitigate risk, comply with regulations, and ensure efficient service delivery.
- Monitor customer care performance by compiling and presenting data-driven reports.
- Stay informed on industry trends and introduce best practice to enhance service quality.
Collaboration & Compliance
- Work closely with cross-functional teams to streamline customer care workflows.
- Ensure all interactions align with Barclays’ rules, regulations, and ethical codes.
- Offer specialist advice and support within your expertise area.
Analyst Expectations
Operational Skills
- Execute tasks methodically using published processes and procedures.
- Review colleague work to uphold internal and stakeholder quality standards.
- Effectively escalate complex issues beyond your remit as needed.
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Accountability & Compliance
- Ownership of risk and control measures in your assigned areas.
- Adherence to relevant legislation, regulatory standards, and Barclays’ codes of conduct.
- Apply judgement based on experience, problem-solving, and past precedent.
Communication & Customer Relations
- Communicate sensitive or challenging information tactfully, both within departmental boundaries and externally.
- Build strong, enduring relationships with customers and stakeholders to understand and address their core needs.
Barclays Values & Mindset
Every candidate must demonstrate our five core values, which guide how we operate:
- Respect: Valuing diverse perspectives and fostering inclusive, ethical relationships.
- Integrity: Keeping promises, being transparent, and acting honestly.
- Service: Prioritising customers and exceeding expectations.
- Excellence: Striving for quality in everything we do.
- Stewardship: Responsibly safeguarding the financial well-being of customers and the organisation.
We also operate by our three mindset principles:
- Empower: Inspiring creativity and giving confidence to colleagues.
- Challenge: Questioning the status quo and driving progress.
- Drive: Taking initiative and moving decisively towards goals.
This isn’t just a job—it’s the start of a long-term career where you’ll grow alongside an innovative banking leader.
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