Customer Service Advisor 24/7 shift pattern

Barclays; Glasgow; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Comprehensive training

Competitive benefits package

Supportive team environment

Job summary

Barclays is hiring a Customer Service Advisor in Glasgow with hybrid working options. You will deliver exceptional service to clients across multiple channels, supporting their banking needs and building relationships.

The role entails working across a rotating shift pattern, ensuring that you can effectively meet client expectations 24/7. Strong communication and empathy are crucial for this position, along with the ability to handle a variety of client inquiries.

Qualifications

• Strong client service skills required to interact effectively with diverse clients.
• Ability to communicate clearly and empathetically.

Responsibilities

• Deliver exceptional client service across telephony and written channels.
• Build and maintain strong client relationships.

Skills

Client service skills

Empathy

Problem-solving

Communication skills

Job description

Location & Working Hours

Glasgow or Isle of Man Barclays Campus with hybrid working options.

Working Hours: You’ll work across a 24/7 rotating shift pattern, covering a mix of weekday and weekend shifts including evenings, nights and occasional afternoons to support global client needs.

Contract Type: Permanent

About The Role

We’re growing our team to better support our global market clients, extending our service beyond core business hours to meet their everyday banking needs. Join us as a Customer Service Advisor and be part of this next phase of growth.

In this role, you’ll deliver a great experience for our clients as their first point of contact. You’ll support them with their everyday banking needs, building strong relationships, developing your skills and growing your knowledge in a fast‑paced, client‑focused environment.

Shift Pattern

• Rotation across day, evening and overnight shift, including a mix of weekdays and weekend working.
• Typical shift times range between 20:00‑06:30 and 22:15‑09:00, with some afternoon and evening shifts (14:00‑23:45).
• Built on an 8‑week rotational cycle to provide variety and fairness across shifts.

What You’ll Be Doing

• Delivering client service across telephony and written channels.
• Building trusted relationships by understanding needs and responding with empathy and professionalism.
• Supporting clients with their banking products and services, offering solutions that meet their circumstances.
• Listening carefully to understand and provide clear, accurate, and timely support.
• Working collaboratively with colleagues to deliver a consistent, high‑quality experience.
• Following policies and processes to maintain a strong risk and control environment.

About Barclays

At Barclays, you will join a welcoming and supportive team where people truly come first. We offer hybrid working, a competitive benefits package and a strong culture of coaching, learning, and development.

From day one, you’ll benefit from comprehensive training and ongoing support to help you grow, succeed, and build a meaningful career with us. We also host an assessment evening that provides an additional convenient way to take part in our hiring process.

Our Values

Respect, Integrity, Service, Excellence and Stewardship guide the way we work every day. These values shape how we support our customers, work with one another and build meaningful careers.

Purpose of the Role

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

Accountabilities

• 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.
• 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.

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.
• May lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• Demonstrate leadership behaviours to create an environment for colleagues to thrive and deliver consistently excellent standards.
• Manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Collaborate with and impact 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.
• Develop an understanding of how all teams in area contribute to broader objectives.
• Build relationships with stakeholders/customers to identify and address their needs.

Values & Mindset

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.