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Senior Customer Service Advisor

4 months ago

Sunderland, United Kingdom Barclays Bank PLC Full time
Senior Customer Service Advisor 
Sunderland 
Salary - £26,500 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, including working every other Saturday. 
As a Barclays Senior Customer Service Advisor, you will be at the forefront of our passion for working with customers and will be covering our Seaham, Washington, Chester Le Street and Durham locations as well as Sunderland. Whatever our customers enquiry may be, you’ll help them with a personal approach, providing solutions to best suit their needs. We are looking for colleagues with empathy and understanding, and we will help you to develop by nurturing and supporting your ambitions. 
Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. 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.
Colleagues who have applied for ‘onsite’ roles are expected to work four or five days a week at the selected workplace, contingent upon their specific role and business area requirements. If you’re applying for a position, please discuss the working pattern specifics with the Hiring Manager. It’s important to note that we are constantly adapting our working environment, and as a result, working arrangements can be adjusted with reasonable notice to align with our business needs. 
What will you be doing?
•    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
What we’re looking for:
•    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
Skills that will help you in the role:
•    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 our Sunderland branch but will also be covering other local locations of Seaham, Washington, Chester Le Street and Durham so will need to be able to travel to these locations. 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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