Senior Customer Service Advisor Job at Barclays (Wrexham)

Job Description

Join us at Barclays as a Senior 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 with more complex queries or needs, this is your chance to bring your passion for helping people to a role where your empathy, dedication and exceptional customer service can truly shine. You’ll be the friendly face for our Retail Banking customers in branch or at one of our local hubs, offering expertise, guidance and support with every interaction. As part of our Customer Care team, you’ll work 5 days per week, including some weekends, and start with a competitive salary of £27,700. 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. Candidates may also be required to travel and work in our Local sites in Mold and Flint. At Barclays, we’re not just offering you a role—we’re offering you a career.

Job Responsibility

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

Requirements

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
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

What we offer

pension plan
private medical insurance
life insurance
income protection

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Senior Customer Service Advisor

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