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Specialist Customer Care Colleague

4 months ago

Cramlington, United Kingdom Barclays Full time

**Senior Customer Service Advisor**
**Northumbria / 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 our passion for working with customers, serving their more complex needs and right now our customers need us more than ever. Whatever their 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, understanding, and a desire to take ownership of their personal development, how you develop is up to you but we’ll make it our job to notice, nurture and support your ambitions.

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**

**What will you be doing?**:

- Working as one team across multiple channels, you will personalise each interaction with a customer, 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 feel 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
- You’ll be 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 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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