Customer Service Advisor - Sunderland

Barclays UK; Sunderland; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

Barclays is looking for a Customer Service Advisor to join their team in Sunderland. In this role, you'll be the first point of contact for retail banking customers, ensuring exceptional service and support. Enjoy competitive salary, comprehensive benefits, and the opportunity to work in a hybrid model after training. Join us to help make a real difference and empower customers with your dedicated service.

Benefits

Pension plan

Private medical insurance

Life insurance

Income protection

Comprehensive core benefits package

Qualifications

• Background in customer service, retail, or hospitality.
• Ability to communicate effectively across digital channels.
• Experience or willingness to support team objectives.

Responsibilities

• Provide resolutions for customer queries through multiple channels.
• Enhance the bank's digital capabilities.
• Comply with regulatory requirements related to customer care.

Skills

Empathy

Customer service

Collaboration

Problem Solving

Job description

Join us at Barclays as a 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 supporting customers, this is your chance to bring your passion for helping people to a role where your empathy and dedication can truly shine. You’ll be the friendly first point of contact for our Retail Banking customers over the phone, offering guidance and support with every interaction.

As part of our Customer Care team, you’ll work a shift pattern between 7am and 11pm, including some weekends, and start with a competitive salary of £26,500. On top of that, you’ll enjoy our comprehensive core benefits package, which includes 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. Once your training is complete, we offer hybrid working, allowing you to split your time between home and the office.

At Barclays, we’re not just offering you a role—we’re offering you a career.

Purpose of the role

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

Accountabilities

• Collaborate across multiple digital channels to personalise each interaction with a customer.
• Enhance the bank's digital capabilities when current technology is identified as not yet ready to support.
• Provide exceptional customer service by responding to inquiries, resolving issues, and handling client requests efficiently.
• Support internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, ensuring 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.

Analyst Expectations

• Meet the needs of stakeholders and customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard, impacting both the role itself and surrounding roles.
• Potentially have responsibility for specific processes within a team.
• Lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources.
• If in a leadership role, demonstrate leadership behaviours aligned with Barclays' LEAD principles: Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
• Manage own workload, implement systems and processes within own work area, and participate in broader projects.
• Collaborate with and impact the work of related teams, ensuring work meets requirements.
• Check colleagues' work to meet internal and stakeholder standards.
• Provide specialist advice and support related to own work area.
• Own the management of risk and controls related to work contributions, adhering to rules, regulations, and codes of conduct.
• Understand how all teams contribute to broader objectives and build operational expertise.
• Develop awareness of underlying principles and concepts in the area of responsibility.
• Make informed judgments based on experience and practice.
• Assess the validity of previous experiences and evaluate options in unstructured circumstances.
• Communicate sensitive or difficult information effectively to customers.
• Build relationships with stakeholders and customers to identify and address their needs.

All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, and embody the Barclays Mindset—Empower, Challenge, and Drive.