Specialist Customer Care Colleague London, England
Job description
Senior Customer Service Advisor
Notting Hill Gate / Hybrid
£24,700 per annum + Excellent Benefits
Between 7am and 11pm Monday – Sunday
As a Barclays Senior Customer Service Advisor, you will be at the forefront of the business dealing with customers, and serving the complex needs with a focus on achieving the best outcomes for our customers and clients. In your role, you will develop empathy, understanding and a desire to own your personal development, and the company will ensure to support your ambitions with multiple opportunities to enhance your skillset and work towards your next role within Barclays.
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
What will you be doing?
- Using initiative when developing resolutions by telephone, email, SMS or in person, & 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 the cause, impact and solution
- Being proactive in anticipating customer needs, and provides personalized and effective outcomes for the customer and the bank
- 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 exchanging best practices between colleagues
- Adopting a values-based approach when dealing with customers
- Ensuring vulnerable customers are identified appropriately via the right channels
- Using the internal systems correctly and actively 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 good communication skills, with the ability to use a range of communication styles tailored to the customer and situation
• Comprehensive knowledge of Internal Systems
- Experience of working in retail banking
- Demonstrate a high level of knowledge of our range of products and services
- Proven ability to use Microsoft Office tools to a high standard
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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