Customer Experience Specialist

6 days ago

Cramlington, Northumberland, United Kingdom Barclays Bank UK PLC Full time
Job Summary

We are seeking a highly skilled and customer-focused Senior Customer Service Advisor to join our team at Barclays Bank UK PLC. As a key member of our customer service team, you will be responsible for providing exceptional customer service while resolving complex customer needs and requests.

Key Responsibilities
  • Customer Service Delivery
    • Provide personalized customer service to meet the needs of our clients, ensuring a positive and memorable experience.
    • Resolve complex customer inquiries and issues related to our products and services, including account balances, transactions, and payments.
  • Process Improvement
    • Identify areas for improvement in our customer care processes and provide recommendations for change.
    • Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
  • Collaboration and Communication
    • Collaborate with teams across the bank to align and integrate customer care processes.
    • Communicate sensitive or difficult information to customers in areas related to customer advice or day-to-day administrative requirements.
  • Stakeholder Management
    • Build relationships with stakeholders and customers to identify and address their needs.
    • Develop and execute reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
Requirements
  • Customer Service Expertise
    • Proven experience in providing exceptional customer service in a fast-paced environment.
    • Ability to resolve complex customer inquiries and issues in a timely and professional manner.
  • Process Improvement Skills
    • Ability to identify areas for improvement in customer care processes and provide recommendations for change.
    • Experience in developing and implementing customer care procedures and controls.
  • Collaboration and Communication Skills
    • Ability to collaborate with teams across the bank to align and integrate customer care processes.
    • Excellent communication and interpersonal skills, with the ability to communicate sensitive or difficult information to customers.
  • Stakeholder Management Skills
    • Ability to build relationships with stakeholders and customers to identify and address their needs.
    • Experience in developing and executing reports and presentations on customer care performance.
What We Offer

As a Barclays Senior Customer Service Advisor, you will have the opportunity to work in a dynamic and customer-focused environment, with a range of benefits and opportunities for professional development. We are committed to providing a supportive and inclusive work environment, where you can grow and succeed in your career.

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