Barclays
Senior Customer Service Advisor
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Senior Customer Service Advisor
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 more complex queries or needs, this is your chance to bring your passion for helping people to a role where your empathy, dedication, and exceptional customer service can truly shine.
You’ll be the friendly face for our Retail Banking customers—whether in branch or at one of our local hubs—providing expert guidance and support with every interaction.
About the Role
As part of our Customer Care team, you will:
- Work a standard contract of 5 days per week, including some weekends
- Start with a competitive salary of £27,700
- Enjoy our comprehensive core benefits package, including:
- Pension plan
- Private medical insurance
- Life insurance
- Income protection
- Receive full training and support from our collaborative team to thrive and grow
At Barclays, we offer more than a role—we offer a career.
This role offers flexibility to work across multiple locations, including:
- Lincoln
- Grantham
- Newark
- Boston
- Sleaford
Purpose of the Role
To provide exceptional customer service while resolving more complex customer needs/requests.
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Key Accountabilities
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Customer Service Delivery
- Provide service via multiple channels: chat, email, and phone.
- Resolve complex, specific customer needs with unique, personalised solutions.
- Collaborate with internal teams to align and enhance customer care processes.
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Process Improvement & Risk Management
- Identify areas for improvement in customer care processes and propose changes.
- Develop and implement customer care procedures and controls to mitigate risks and ensure operational efficiency.
- Offer feedback and coaching to colleagues on process optimisation.
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Specialist Support & Product Guidance
- Resolve inquiries and issues related to banking products and services, including:
- Account balances
- Transactions
- Payments
- Resolve inquiries and issues related to banking products and services, including:
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Reporting & Performance Analysis
- Develop and execute reports and presentations on customer care performance.
- Communicate findings to internal senior stakeholders.
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Trends & Best Practice
- Stay informed about industry trends and developments to implement best practice for efficiency and effectiveness.
Analyst Expectations
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For Leadership Roles
Responsibilities may include:
- Leading and supervising a team.
- Guiding professional development.
- Allocating work requirements and coordinating resources.
- Demonstrating the four LEAD behaviours:
- Listen and be authentic
- Energise and inspire
- Align across the enterprise
- Develop others
For Individual Contributors
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Manage workload independently; implement systems and processes within own area.
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Participate in broader projects beyond direct responsibilities.
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Collaborate with related teams to ensure alignment and impact.
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Ensure own work and processes meet rules, regulations, and codes of conduct.
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Maintain awareness of sub-function objectives and broader contributions.
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Build expertise in work principles, concepts, and best practices.
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Support & Communication
- Communicate sensitive or complex information effectively to customers.
- Build strong relationships to identify and address stakeholder needs.
Barclays Values & Mindset
All colleagues are expected to demonstrate:
- Barclays Values: Respect, Integrity, Service, Excellence, Stewardship – our moral compass.
- Barclays Mindset: Empower, Challenge, Drive – our guiding behaviours.
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