Specialist Customer Service Advisor

1 month ago

Glasgow, Glasgow City, United Kingdom Barclays UK Full time
Join the Barclays Specialist Customer Care Team

Barclays Specialist Customer Care team serves the more specialist/complex needs of our customers and are there to help when they need us most. As one of our team, you'll be helping them through challenging life events such as financial difficulty, being scammed or defrauded, or a bereavement. This could depend on the customer type, or life event they're experiencing.

We help find a fair and simple way forward for our customers by providing great digital tools, education, and offer solutions backed by expert colleagues. Solutions are relevant, timely, and ultimately help improve our customers' future financial stability and prospects through the most difficult moments in their life. We'd love individuals to join us who'll treat our customers as if they were your own family members – with empathy and kindness.
Purpose of the Role

To provide resolutions for customer queries/issues and personalize each interaction through the use of multiple communication channels.
Accountabilities

Collaboration across multiple digital channels to personalize each interaction with a customer.
Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
Provision of exceptional customer service to clients by responding to inquiries, resolving issues, and handling client requests efficiently.
Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
Support teams within the business operations function as needed, including risk management, compliance, and collections.
Comply with all regulatory requirements and internal policies related to customer care.
To provide resolutions for customer queries/issues and personalize each interaction through the use of multiple communication channels.

Analyst ExpectationsExecute work requirements as identified in processes and procedures, collaborating with and impacting the work of closely related teams.
Check work of colleagues within the team to meet internal and stakeholder requirements.
Provide specialist advice and support pertaining to the own work area.
Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation, and codes of conduct.
Maintain and continually build an understanding of how all teams in the area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative/operational expertise.
Make judgments based on practice and previous experience.
Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day-to-day administrative requirements.
Build relationships with stakeholders/customers to identify and address their needs.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive – the operating manual for how we behave.

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