Senior Customer Service Advisor - Nightshift Sunderland, North East England, England
Job description
Senior Customer Service Advisor-Nightshift
Sunderland/Hybrid
£24,700 per annum + Shift Allowance + Excellent Benefits
Rotating between 7pm and 9am Monday – Sunday (4 days on, 4 days off)
As a Barclays Senior Customer Service Advisor, you will be working within a close-knit nightshift team, at the forefront of our obsession with customers. Whatever their enquiry might be; you’ll help them with a personal approach, providing solutions to best suit their specific needs. We are looking for colleagues who have empathy, understanding, and a desire to take ownership of their personal development, we’ll make it our job to notice, nurture and support your ambitions with plenty of room for career progression.
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.
Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.
This opportunity is location flexible. We will consider requests for locating the role at an alternative Barclays’ key UK office from that advertised.
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.
• Working as one team across multiple channels, you will personalise each interaction with a customer, providing support and outcomes to best suit their needs
- You will be working mainly in a telephony bases to receive and make calls to our customers, ensuring to provide them with the support they may need
- Fulfilling customer requests whilst demonstrating professionalism and empathy to ensure they feel valued
- Demonstrating knowledge of our processes/policies to ensure that customers feel confident in 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
• Excellent communication, telephony and empathy skills, with the ability to use a range of communication styles to provide a personal approach
- Proven ability to use Microsoft Office to a high standard
- The ability to educate our customers on a range of products and services
- A genuine passion for helping others with a customer centric mindset
• Ability to work seamlessly as part of a team but also to their own initiative
- 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?
With over 1,700 employees, our Flagship Site, Doxford Park, offers many facilities including a discounted gym, the convenience of an ATM and even a Personal Banker who visits regularly to assist all employees with their banking.
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