Senior Customer Service Advisor

Barclays UK; Cambridge; On-site; GBP 27,000 - 32,000; Full time

Job summary

A leading financial institution seeks a Senior Customer Service Advisor to enhance customer experience through complex issue resolution. This role is ideal for candidates with backgrounds in customer service, offering a competitive salary and a comprehensive benefits package. Empower customers with expert advice in a supportive team environment.

Benefits

Pension plan

Private medical insurance

Life insurance

Income protection

Qualifications

• Background in customer service, retail, or hospitality.
• Ability to resolve complex customer queries.

Responsibilities

• Provide customer service through chat, email, and phone.
• Resolve customer needs and develop personalized solutions.
• Create reports on customer care performance.

Skills

Empathy

Dedication

Customer Service

Job description

Join us at Barclays as a Senior Customer Service Advisor and help make a real difference to our customers every day. Whether your background is in customer service, retail, hospitality, or any other role supporting customers with complex queries, this is your chance to bring your passion for helping people to a role where your empathy, dedication, and exceptional customer service can truly shine. You’ll be the friendly face for our Retail Banking customers in branch or at local hubs, offering expertise, guidance, and support with every interaction.

As part of our Customer Care team, you’ll work 5 days per week, including some weekends, with a starting salary of £27,500. You’ll also enjoy a comprehensive benefits package, including a pension plan, private medical insurance, life insurance, and income protection. With full training and the support of our collaborative team, we’ll ensure you have everything needed to succeed and grow with us.

At Barclays, we’re not just offering a role—we’re offering a career.

Purpose of the role

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

Accountabilities

1. Provide customer service through various channels including chat, email, and phone.
2. Resolve complex customer needs with personalized solutions.
3. Collaborate across teams to align customer care processes.
4. Identify areas for improvement and provide feedback and coaching.
5. Develop and implement customer care procedures to mitigate risks.
6. Handle inquiries related to bank products and services.
7. Create reports on customer care performance for senior stakeholders.
8. Monitor industry trends to improve customer care efficiency and effectiveness.

Analyst Expectations

1. Meet stakeholder and customer needs through expert advice.
2. Perform activities timely and to high standards.
3. Manage specific processes within a team.
4. Lead or support team activities, including supervision and resource allocation.
5. Demonstrate leadership behaviors such as listening, inspiring, aligning, and developing others.
6. Manage own workload and participate in broader projects.
7. Follow processes and collaborate with related teams.
8. Review colleagues' work to ensure standards.
9. Offer specialist advice within own area.
10. Manage risks and controls responsibly.
11. Understand how teams contribute to broader objectives.
12. Develop expertise in relevant principles and concepts.
13. Make judgments based on experience and practice.
14. Evaluate options in situations outside standard procedures.
15. Communicate sensitive information effectively.
16. Build relationships to identify and meet stakeholder needs.

All colleagues are expected to embody Barclays Values: Respect, Integrity, Service, Excellence, and Stewardship, and to demonstrate the Barclays Mindset: Empower, Challenge, and Drive.