Customer Service Advisor

Barclays Bank Plc; Kemp Town Estate; On-site; GBP 26,000 - 31,000; Full time

Job summary

A global financial organization is seeking a dedicated team member for their Customer Care team to handle customer queries and provide resolutions across multiple channels. The ideal candidate should possess strong communication skills and the ability to work collaboratively. A competitive salary of £26,500 is offered alongside comprehensive benefits including private medical insurance and a pension plan.

Benefits

Private medical insurance

Life insurance

Pension plan

Income protection

Qualifications

• Ability to provide exceptional customer service and resolve issues.
• Strong communication skills across multiple channels.
• Must be able to work collaboratively with cross-functional teams.

Responsibilities

• Provide resolutions for customer queries and issues effectively.
• Support collaboration among internal teams to meet client needs.
• Ensure compliance with regulatory requirements and internal policies.

Job description

Overview

To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

Responsibilities

• Collaboration across multiple digital channels to personalise each interaction with a customer.
• Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
• Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
• Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
• Support teams within the business operations function as needed, including risk management, compliance and collections.
• Comply with all regulatory requirements and internal policies related to customer care.
• To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.
• Analyst expectations: to meet the needs of stakeholders/ customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
• Likely to have responsibility for specific processes within a team.
• They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
• For an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
• Make judgements based on practise and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
• Build relationships with stakeholders/ customers to identify and address their needs.

Additional information

• All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave.
• Respect and inclusion statements, equal opportunity, right to work statements, and related notices are included as part of the role disclosures.

About Barclays

Reasonable adjustment Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review. We are a global, vital and highly respected financial organisation with an inspiring Purpose. We operate in 39 countries and employ around 100,000 people, delivering financial solutions and technology. A career with us can offer support with every interaction.

Role details

As part of our Customer Care team, you'll work 5 days per week, including some weekends, and start with a competitive salary of £26,500. On top of that, you'll enjoy our comprehensive core benefits package, including a pension plan, private medical insurance, life insurance, and income protection. With full training and the support of our collaborative team, we'll ensure you have everything you need to succeed and grow with us.

Purpose of the role

To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

Equal opportunities

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Right to work

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times.