Specialist Customer Service Advisor

3 weeks ago

Liverpool UK UK L BB, Liverpool, United Kingdom Barclays Bank PLC Full time

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.

Salary - £26,500

Purpose of the role
To provide exceptional customer service while resolving more complex customer needs/requests.

Accountabilities

  • Provision of customer service through various communication channels including chat, email and phone.
  • Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
  • Collaboration with teams across the bank to align and integrate customer care processes.
  • Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
  • Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
  • Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
  • Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
  • Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.


Analyst Expectations

  • 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 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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