Senior Customer Experience Advisor | Risk & Service Lead

Barclays; Dundee; On-site; GBP 32,000 - 42,000; Full time

Job summary

Barclays is seeking a Senior Customer Service Advisor to resolve customer queries across multiple channels from its Isle of Man operation. You will manage high-value transactions, drive continuous improvement, and support upskilling of colleagues to ensure a consistently excellent service across all touchpoints.

The role emphasizes risk controls, leadership in a service centre, and effective collaboration with internal stakeholders to meet client needs and expectations.

Qualifications

• Strong awareness of risk and control to support high‑value transaction approvals and complaints handling.
• Experience in leading or supporting a service centre; managing complex issues and escalations.
• Upskilling of colleagues and enabling multi‑skilled working to ensure excellent service across channels.

Responsibilities

• Collaborate across digital channels to personalise each customer interaction.
• Enhance Barclays' digital capabilities when current tech is not ready.
• Provide exceptional customer service by responding to inquiries and resolving issues promptly.
• Coordinate with sales, operations and risk teams to meet client needs and ensure accurate, timely transactions.
• Support risk management, compliance and collections as required.
• Adhere to regulatory requirements and internal policies for customer care.

Skills

Risk awareness

Leading a team

Customer service

Multichannel communication

Wealth management exposure

Consumer Duty awareness

Job description

Barclays is seeking a Senior Customer Service Advisor to resolve customer queries across multiple channels from its Isle of Man operation. You will manage high-value transactions, drive continuous improvement, and support upskilling of colleagues to ensure a consistently excellent service across all touchpoints.

The role emphasizes risk controls, leadership in a service centre, and effective collaboration with internal stakeholders to meet client needs and expectations.