Specialist Customer Care Business CSS

Barclays Bank Plc; Sworton Heath; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A major financial institution is seeking a Specialist Customer Service Advisor to enhance customer experiences in banking. The advisor will provide tailored support through various channels while collaborating with internal teams to improve service quality. This hybrid role requires strong communication skills and proficiency in Microsoft applications. Join us to make a difference in customer care, working 1 day a week in the office and flexible hours between 8 am and 8 pm, Monday through Friday.

Qualifications

• Ability to provide specialist advice and support for stakeholders/customers.
• High standard performance in prescribed activities impacting role and process.
• Ownership for managing risks and controls in related work.

Responsibilities

• Provide customer service via chat, email, and phone.
• Resolve complex customer needs with personalized solutions.
• Collaborate with teams to enhance customer care processes.

Skills

Communication Skills

Knowledge of Microsoft packages

Telephony experience

Job description

Overview

Step into the role of a Specialist Customer Service Advisor where you will be at the forefront of our passion for working with customers providing help and guidance in regards to Business banking and everyday banking.

Responsibilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank's products and service, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Qualifications

• To meet the needs of stakeholders/customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
• Likely to have responsibility for specific processes within a team.
• People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
• Build relationships with stakeholders/customers to identify and address their needs.

Experience & Skills

• Communication Skills.
• Knowledge of Microsoft packages.
• Telephony experience desirable.

Working Arrangements

This role is currently hybrid working 1 day a week in office, Monday- Friday 8am-8pm and is based in Knutsford.

Values & Mindset

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave.