Customer Service Advisor Job at Barclays (Glasgow)

Job Description

Join us at Barclays as a Customer Service Advisor and help make a real difference to our customers every day. Whether your background is in customer service, retail, hospitality, or any other role where you've supported customers, this is your chance to bring your passion for helping people to a role where your empathy and dedication can truly shine. You’ll be the friendly first point of contact for our Retail Banking customers over the phone, offering guidance and support with every interaction. As part of our Customer Care team, you’ll work a shift pattern between 7am and 11pm, including some weekends, and start with a competitive salary of £26,500. On top of that, you’ll enjoy our comprehensive core benefits package, which includes a pension plan, private medical insurance, life insurance, and income protection. With full training and the support of our collaborative team, we’ll ensure you have everything you need to succeed and grow with us. Once your training is complete, we offer hybrid working, allowing you to split your time between home and the office. At Barclays, we’re not just offering you a role—we’re offering you a career.

Job Responsibility

Provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels
Collaborate across multiple digital channels to personalise each interaction with a customer
Enhance the bank's digital capabilities when current technology is identified as not yet ready to support
Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently
Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time
Support teams within the business operations function as needed, including risk management, compliance and collections
Comply with all regulatory requirements and internal policies related to customer care

Requirements

Background in customer service, retail, hospitality, or any other role where you've supported customers
Passion for helping people
Empathy and dedication
Ability to work a shift pattern between 7am and 11pm, including some weekends
Ability to collaborate across multiple digital channels
Ability to enhance the bank's digital capabilities
Ability to provide exceptional customer service
Ability to support collaboration of internal stakeholders including sales, operational, and risk management teams
Ability to support teams within the business operations function as needed, including risk management, compliance and collections
Ability to comply with all regulatory requirements and internal policies related to customer care
Ability to meet the needs of stakeholders/ customers through specialist advice and support
Ability to perform prescribed activities in a timely manner and to a high standard
Likely to have responsibility for specific processes within a team
May lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources
If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours (Listen and be authentic
Energise and inspire
Align across the enterprise
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
Ability to execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams
Ability to check work of colleagues within team to meet internal and stakeholder requirements
Ability to provide specialist advice and support pertaining to own work area
Ability to take ownership for managing risk and strengthening controls in relation to the work you own or contribute to
Ability to deliver work and areas of responsibility in line with relevant rules, regulation and codes of conduct
Ability to maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function
Ability to continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based
Ability to make judgements based on practise and previous experience
Ability to assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures
Ability to communicate sensitive or difficult information to customers
Ability to 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
All colleagues will be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive