Senior Customer Service Advisor

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

Job summary

A leading financial services provider in Stevenage seeks a Senior Customer Service Advisor to deliver exceptional service and support to retail banking customers. You will handle complex queries, collaborate with teams, and enhance customer care practices. A starting salary of £27,500 and a comprehensive benefits package are offered, including private medical insurance and life insurance. Full training will be provided.

Benefits

Pension plan

Private medical insurance

Life insurance

Income protection

Qualifications

• Experience in customer service, retail, or hospitality.
• Ability to support customers with complex queries.
• Strong interpersonal and communication skills.

Responsibilities

• Provide customer service through various channels including chat, email, and phone.
• Address complex customer needs with personalized solutions.
• Collaborate across teams to align customer care processes.

Skills

Customer service

Problem-solving

Empathy

Collaboration

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 our 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 you need to succeed and grow with us.

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

Purpose of the role

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

Accountabilities

1. Provide customer service through various channels including chat, email, and phone.
2. Address complex customer needs with personalized solutions.
3. Collaborate across teams to align customer care processes.
4. Identify areas for improvement, recommend changes, and coach colleagues.
5. Develop and implement procedures to mitigate risks and ensure efficiency.
6. Resolve inquiries related to bank products and services, such as account balances, transactions, and payments.
7. Create reports on customer care performance and communicate findings to senior stakeholders.
8. Stay informed on industry trends to enhance customer care practices.

Analyst Expectations

1. Meet stakeholder and customer needs through expert advice and support.
2. Perform activities efficiently and to high standards, impacting the role and surrounding roles.
3. Responsibility for specific processes within a team.
4. Lead and support team members, guide development, and coordinate resources.
5. Demonstrate leadership behaviors: Listen, Energize, Align, Develop.
6. Manage own workload, participate in projects, and ensure compliance with rules and regulations.
7. Provide expert support, manage risks, and build understanding of team contributions.
8. Communicate effectively, including sensitive information, and build stakeholder relationships.

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