Senior Client Service Representative

3 weeks ago

Cramlington, Northumberland, United Kingdom Barclays Bank UK PLC Full time
Role Overview

As a Senior Customer Service Advisor at Barclays, you will play a pivotal role in delivering exceptional service to our clients. Working within our branch, you will engage with customers daily, addressing their inquiries with a personal touch that ensures they feel valued and respected. We seek individuals who possess empathy, a strong sense of responsibility, and a commitment to their personal growth. Comprehensive training will be provided to help you excel in your role and achieve your career aspirations.

Key Responsibilities
  • Deliver outstanding customer service through multiple communication channels, including chat, email, and phone.
  • Address complex customer needs and provide tailored solutions for each situation.
  • Collaborate with various teams within the bank to enhance and integrate customer care processes.
  • Identify opportunities for improvement in customer service and offer constructive feedback to colleagues.
  • Develop and implement customer care procedures to mitigate risks and ensure operational efficiency.
  • Resolve specific inquiries related to the bank's products and services, including account balances and transactions.
  • Create and present reports on customer service performance to senior stakeholders.
  • Stay informed about industry trends to adopt best practices that enhance customer care effectiveness.
Expectations for Analysts
  • Execute tasks as outlined in established processes, collaborating effectively with related teams.
  • Review the work of colleagues to ensure compliance with internal standards.
  • Provide expert advice and support within your area of expertise.
  • Take responsibility for managing risks and strengthening controls in your work.
  • Maintain a comprehensive understanding of how all teams contribute to the broader objectives of the organization.
  • Continuously enhance your knowledge of the principles guiding your responsibilities.
  • Make informed decisions based on experience and best practices.
  • Communicate sensitive information to customers with care and professionalism.
  • Build strong relationships with stakeholders to understand and address their needs.
All team members are expected to embody the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, guiding our actions and decisions. Additionally, demonstrating the Barclays Mindset of Empowerment, Challenge, and Drive is essential to our collective success.

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