Customer Service Advisor - Message Us

Barclays UK; Glasgow; Hybrid; GBP 27,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Specialist Customer Care Colleague, um außergewöhnlichen Kundenservice zu bieten und komplexe Anfragen über verschiedene Kanäle zu lösen. In dieser hybriden Rolle in Glasgow arbeiten Sie in einem multiskillierten Team, das sich um die Bedürfnisse der Kunden kümmert, insbesondere in schwierigen finanziellen Situationen. Wenn Sie über hervorragende Kommunikationsfähigkeiten und Erfahrung im Kundenservice verfügen, könnte dies die perfekte Gelegenheit für Sie sein, Ihre Fähigkeiten in einem dynamischen Umfeld einzusetzen und weiterzuentwickeln.

Qualifications

• Erfahrung in der Kundenbetreuung, insbesondere in Kontaktzentren.
• Fähigkeit, mehrere Kunden gleichzeitig zu betreuen.

Responsibilities

• Bereitstellung von Kundenservice über Chat, E-Mail und Telefon.
• Lösung komplexer Kundenbedürfnisse mit personalisierten Lösungen.

Skills

Kundenservice

Multitasking

Kommunikationsfähigkeiten

Problemlösungskompetenz

Job description

As a Specialist Customer Care Colleague within our Message Us team, you'll support customers with a variety of complex queries about our products through our online chat function. The team is multiskilled, supporting simple questions to more complex issues, including those in vulnerable financial difficulty. Experience in a customer-facing role and contact centers is beneficial.

You should be comfortable multitasking, speaking to multiple customers simultaneously while personalizing each interaction. Excellent written and verbal communication skills are essential.

If we receive a high volume of applications, we may close the advert early. Please apply promptly if you meet the skills required to join our Message Us team.

The team works hours between 7am-11pm, Monday to Sunday, and flexibility to work shifts within these times is required. This is a hybrid role based in Glasgow.

Contract: Monday to Sunday, 7am-11pm

Salary: £26,500

Purpose of the role

To provide exceptional customer service while resolving complex customer needs and requests.

Accountabilities

1. Provide customer service through chat, email, and phone.
2. Resolve complex, specific customer needs with personalized solutions.
3. Collaborate across teams to align customer care processes.
4. Identify areas for improvement, recommend changes, and coach colleagues.
5. Develop and implement procedures to mitigate risks and ensure efficiency.
6. Handle inquiries related to bank products, accounts, transactions, and payments.
7. Create reports and presentations on customer care performance for senior stakeholders.
8. Stay informed on industry trends to implement best practices for customer care.

Analyst Expectations

1. Meet stakeholder and customer needs with expert advice.
2. Perform activities timely and to high standards, impacting the role and others.
3. Manage specific processes within the team.
4. Lead, supervise, and support team development where applicable.
5. Demonstrate leadership behaviors: Listen and be authentic, Energize and inspire, Align, Develop others.
6. Manage own workload and participate in projects.
7. Follow processes, collaborate with related teams, and check colleagues' work.
8. Provide expert advice and support.
9. Manage risks and controls, ensuring compliance with rules and regulations.
10. Understand how teams contribute to broader objectives and develop operational expertise.
11. Make judgments based on experience, evaluate options, and communicate sensitive information effectively.
12. Build relationships with stakeholders and customers to address their needs.