Senior Customer Care Specialist

Barclays Bank Plc; Shrewsbury; 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 Bank plc is seeking a Senior Customer Service Advisor in Shrewsbury to provide exceptional service across chat, email and phone channels. You will handle complex customer needs, collaborate with internal teams, and contribute to continuous improvement of care processes.

The role requires delivering tailored resolutions, supporting colleagues, and engaging with stakeholders to drive service quality.

Qualifications

• Experience in customer service and handling complex inquiries.
• Ability to build relationships with stakeholders and customers.
• Leadership or supervisory experience within a team (where applicable).

Responsibilities

• Provide customer service via chat, email and phone.
• Resolve complex customer needs with personalised resolutions.
• Collaborate with bank teams to align care processes.
• Identify areas for improvement and coach colleagues.
• Develop and implement customer care procedures to mitigate risks.
• Resolve inquiries related to products, balances, transactions and payments.
• Prepare and present reports on customer care performance to senior stakeholders.
• Identify industry trends to improve efficiency and effectiveness.

Skills

Customer service

Communication

Team leadership

Stakeholder management

Job description

Barclays Bank plc is seeking a Senior Customer Service Advisor in Shrewsbury to provide exceptional service across chat, email and phone channels. You will handle complex customer needs, collaborate with internal teams, and contribute to continuous improvement of care processes.

The role requires delivering tailored resolutions, supporting colleagues, and engaging with stakeholders to drive service quality.