Senior Customer Experience Advisor — Complex Needs

Barclays Bank Plc; Birmingham; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Pension plan

Private medical insurance

Life insurance

Income protection

Full training

Job summary

Barclays Bank Plc in the United Kingdom is seeking a Senior Customer Service Advisor to provide exceptional service and resolve more complex customer needs across branches and local hubs.

You will handle enquiries across channels, collaborate with cross-functional teams, identify improvement opportunities, and contribute to risk‑mitigation while delivering guidance and support to customers daily.

Qualifications

• Experience in customer service roles handling complex queries.
• Ability to work across multiple channels (in-branch, chat, email, phone).
• Strong communication and empathy.
• Willingness to work weekends.

Responsibilities

• Provide exceptional customer service while resolving complex customer needs.
• Resolve customer inquiries across accounts, transactions and payments.
• Collaborate with bank teams to align customer care processes.
• Identify areas for improvement and recommend changes to customer care processes.
• Develop and implement customer care procedures to mitigate risks.
• Develop and present reports on customer care performance for senior stakeholders.
• Identify industry trends to improve efficiency and effectiveness.

Skills

Customer service

Communication

Problem solving

Tools

CRM software

Job description

Barclays Bank Plc in the United Kingdom is seeking a Senior Customer Service Advisor to provide exceptional service and resolve more complex customer needs across branches and local hubs.

You will handle enquiries across channels, collaborate with cross-functional teams, identify improvement opportunities, and contribute to risk‑mitigation while delivering guidance and support to customers daily.