Senior Customer Service Advisor Newcastle upon Tyne, England
Job description
Senior Customer Service Advisor
Newcastle City
Salary - £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 (if part time change 35 hours to the relevant hours)
As a Barclays Specialist Customer Care Colleague, you will be making a difference to the lives of our customers. In each interaction, you will provide the customer with that personal touch, demonstrating support, and working with them until all their needs are met. If you are a great listener and truly care about people, this is the role for you. Full training will be provided, and you will be placed within a supportive team who will guide you to ensure you have everything need to succeed as a specialist customer care colleague.
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 are able to request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.
• Working as one team across multiple channels, personalising each interaction with a customer, and providing assistance and outcomes to best suit their needs
- Fulfilling customer requests whilst demonstrating professionalism and empathy to ensure they feel valued
- Demonstrating knowledge of our processes/policies to ensure that customers are confident with our colleagues, and knowing when to escalate where appropriate
- Educating our customers on a range of products and services as well as the different channels they can utilize to engage with us directly
- Investigating emotive and complex customer and client queries, concerns and complaints related to an extensive range of products
- Understanding a customer’s financial position through listening to customer’s specific circumstances and tailoring the relevant solution to their needs
- Working in a high paced environment reviewing relevant information and making decisions and actions autonomously
- Taking inbound calls at times so, you will need to listen to customers specific circumstances and tailoring the relevant solution to their needs
• Excellent communication and empathy skills, with the ability to use a range of communication styles to provide a personal approach
- A genuine passion for helping others with a customer centric mindset
- The ability to educate our customers on a range of products and services
- Competency in fraud investigation, processes and systems reviewing relevant information and making decisions and actions autonomously
• Ability to work seamlessly as part of a team but also to their own initiative
- Proven ability to use Microsoft Office to a high standard
- Experience in Retail Banking is desired but not essential, as we are looking for people that are passionate about customer service
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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