Customer Service Advisor Birmingham, England
Job description
Customer Service Advisor
Birmingham
As a Barclays Customer Service Advisor, you will be working for Trade Operations UK, accountable for the Client Servicing and the front and back-end processing of Collections, Letters of Credit (LC), Trade Loans, and Bonds Guarantees & Indemnities (BGI). The Client Service Team will be dealing with incoming client and internal stakeholder queries received by both phone and email.
Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality, and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.
We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month, or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally can request work patterns to reflect their personal circumstances.
Please discuss the detail of the working pattern options for the role with the hiring manager.
- Acting as the first and single point of contact for incoming telephone enquiries from clients, non-clients, colleagues, and other financial institutions
- Resolving highly technical and often contentious telephone enquiries
- Taking ownership of issues using knowledge and experience to identify appropriate solutions for the client, giving guidance balancing the bank’s position about risk
- Organising own workflow, ensuring that high volumes of various types of telephone enquiries are managed to achieve individual and team targets
- Escalating complex and unresolved enquiries as appropriate
- Identifying any possible risk and potential loss situation, escalating in a timely manner
- Logging customer complaints in the system
- Providing data sets in an easily read and accessible format when required
- Proven experience of communicating by telephone, face to face and written, including complaints handling
- Ability to problem solve and prioritise conflicting demands
- Proactive problem solver, and ability to be flexible to support the client, and colleagues
- Solid grasp of business processes and operational procedures
- Knowledge of Trade product suite – Collections, Letters of Credit, BGIs, and Trade Loans
- Familiarity with IT systems used in Trade Operations and awareness of LEAN methodology
Where will you be working?
Barclays Snowhill is at the heart of the professional district and commands a workforce of around 1000. With great transport links to Birmingham Grand Central and Snowhill train stations as well as the local metro. Our office has a dedicated staff coffee shop and deli and break out areas for staff. There is also a presentation theatre for client and staff events. Our office boasts a great working environment as well as opportunities to network across the city.
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