Senior Banking Customer Care Specialist

Barclays; Inverness; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Pension plan

Private medical insurance

Life insurance

Income protection

Job summary

Barclays is hiring a Senior Customer Service Advisor to support Retail Banking customers in branches or local hubs, delivering expert guidance with empathy and a friendly approach. You will handle complex queries across chat, email and phone, work five days a week including some weekends, and join a collaborative team with full training and development opportunities.

Travel to Aberdeen may be required for initial training; Barclays offers core benefits including a pension plan, private medical

Qualifications

• 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
• Lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources

Responsibilities

• 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.

Job description

Barclays is hiring a Senior Customer Service Advisor to support Retail Banking customers in branches or local hubs, delivering expert guidance with empathy and a friendly approach. You will handle complex queries across chat, email and phone, work five days a week including some weekends, and join a collaborative team with full training and development opportunities.

Travel to Aberdeen may be required for initial training; Barclays offers core benefits including a pension plan, private medical