Customer Service / Personal Banker

barclays; Nottingham; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Pension plan

Private medical insurance

Life insurance

Income protection

Job summary

Barclays seeks a Personal Banker to deliver exceptional customer service in-branch and across local hubs. You will guide customers through everyday banking tasks with empathy and professionalism, ensuring personalised support at every interaction.

The role offers a starting salary of £27,700 and a comprehensive benefits package including pension, private medical insurance, life insurance and income protection. Weekends may be required to meet business needs.

Qualifications

• Experience in customer service, retail, hospitality, or similar roles.
• Ability to handle complex customer queries with empathy.
• Strong communication skills.

Responsibilities

• Provide customer service across chat, email and phone.
• Resolve complex customer needs with personalised solutions.
• Collaborate with branches to improve customer care processes.
• Identify areas for improvement and coach colleagues.
• Maintain and report on customer care performance.

Skills

Customer service

Empathy

Communication

Job description

Job Description

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests.

Accountabilities

Provision of customer service through various communication channels including chat, email and phone.

Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.

Collaboration with teams across the bank to align and integrate customer care processes.

Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.

Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.

Resolution of specific customer inquiries and issues related to the bank's products and service, including account balances, transactions and payments.

Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.

Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

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.

OR 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.

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.

Join us at Barclays as a Personal Banker and help make a real difference to our customers every day.

Whether your background is in customer service, retail, hospitality, or another role where you've supported customers with more complex queries or needs, this is your opportunity to bring your passion for helping people into a role where your empathy, dedication and exceptional customer service can truly shine.

You'll be the friendly face for our Retail Banking customers in branch or at one of our local hubs, providing expertise, guidance, and support with every interaction.

As part of our Customer Care team, you'll work 5 days per week, including some weekends, and start with a competitive salary of £27,700. In addition, you'll have access to our comprehensive benefits package, including:

• Pension plan
• Private medical insurance
• Life insurance
• Income protection

We're looking for individuals who can build trust with customers and deliver excellent service while helping customers make the most of Ba