Senior Customer Service Advisor Bournemouth, England
Job description
Senior Customer Service Advisor
Bournemouth
£25,000 per annum plus excellent benefits including: Private Medical Care including GP services, Life assurance covering x8 times basic salary, Pension Contribution up to 12%, 25 days holiday allowance plus bank holidays, with the option of buying or selling 5 days per year, plus many more benefits
Shift - 35hrs per week, rotating between 7am-11pm Monday to Sunday
As a Barclays Senior Customer Service Advisor, you will be on the frontline to serve customers and address the more complex needs with a focus on achieving the best outcomes for our customers and clients. Whatever their enquiry might be, you will support them with a personal approach, providing solutions to best suit their specific needs.
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.
At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.
What will you be doing?
- Using initiative when developing resolutions by telephone, email, SMS or in person, and ensuring solutions to derive the right outcome and exceed customer expectations
- Breaking down complex issues or customer queries and assimilating a wide range of information to fully comprehend cause, impact, and solution
- Anticipating and understanding customer needs, and providing personalised and effective outcomes for the customer and the bank
- Collaborating and communicating with other business areas as required to ensure great customer outcomes
- Maximising your own full potential through inviting regular observation, feedback and coaching from peers and leaders, and sharing best practices between colleagues
- Adopting a values-based approach when dealing with customers
- Ensuring vulnerable customers are determined and assisted appropriately via the right channels
- Utilising the internal systems correctly to ensure that customer records are accurately always maintained and up to date
- Proven experience in promoting an excellent customer journey
- Confidence to communicate with a wide range of customers, colleagues, and key stakeholders
- Experience of operating in a customer focused role
- Demonstrable communication skills, and the ability to use a range of communication styles tailored to the customer and situation
- Experience of working in retail banking
Where will you be working?
You will be based in one of our Branches which are the heart of Barclays. Branches are changing both in the way they look and the way our colleagues work in them. We aim to have someone on hand to help our customers with their banking needs from the moment they walk in, creating an exquisite customer experience, face to face, while using technology to create the quickest, most seamless experience for them.
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