Gateway Service Advisor

Purpose of the role

To address customer questions, concerns or requests while maintaining customer service expectations. 

Accountabilities

• Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

Analyst Expectations

• To meet the needs of stakeholders/ customers through specialist advice and support
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
• Likely to have responsibility for specific processes within a team
• They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to 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 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 judgements based on practise 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.

Step into a fast-paced and client-focused environment as a Gateway Service Advisor at Barclays, where you'll be at the heart of delivering exceptional service and technical support. In this pivotal role, you'll be the first point of contact for clients reporting queries and incidents, helping to resolve complex financial and technical issues through email and phone interactions. You'll collaborate closely with internal teams to ensure seamless service delivery and client satisfaction.

In this role you will provide high-quality support to clients and internal colleagues via email and phone, ensure every interaction is handled with professionalism and care, communicate clearly and confidently and tailor your message to suit technical and non-technical audiences alike.

To be successful as a Gateway Service Advisor, you should have experience with:

• Handling emails and voice calls without compromising quality.
• Strong communication skills, both verbal and written, and the ability to tailor messages to the audience.
• Experience of conducting in-depth technical analysis and troubleshooting within a technical environment using different tools and software.
• Applying sharp problem-solving and analytical skills to uncover root causes and deliver impactful solutions.
• Microsoft Office tools, with proficiency in Excel for data analysis and reporting.
• Navigating multiple tasks and challenges in time-sensitive situations, always maintaining compliance and governance standards.

Some other highly valued skills may include:

• Servicing background, to either internal or external customers.
• Understanding of Ecommerce transaction flows and payment mandates such as Strong Customer Authentication (SCA).
• Awareness of integration methods such as APIs and Hosted Payment Pages (HPP), with a curiosity to learn more.
• Experience working with data and systems, including basic SQL for querying and reporting, and familiarity with Linux environments for executing command-line operations and performing log analysis.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based in Northampton.