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Barclays Logo Barclays · Banking

Specialist Customer Care Advisor - Telephony

United Kingdom, Manchester 27700.00 GBP / Year · Job Posted March 26, 2026
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Job Description

Join us a Specialist Customer Care Advisor within our Customer Due Diligence or Business Onboarding team where you will provide exceptional customer service to our Business Banking customers while resolving complex cases and offering tailored solutions to ensure the needs of the customer is met. These are quick moving inbound and outbound telephony roles ; you may also be required to manage and prioritise case work whilst engaging with customers to ensure the best outcomes are reached. The role will require you to work between the hours of 8am to 8pm, Monday to Saturday on a shift rotation basis.

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

  • Previous experience of working in a telephony-based customer service role - demonstrating adaptability and resilience
  • Customer-Centric Approach - ability to understand the needs of our business banking customers' and offer personalised solutions
  • Demonstrate computer literacy with the ability to navigate digital tools efficiently
  • Exceptional time and diary management skills, paired with sharp attention to detail and a consistently punctual, professional approach

Nice to have

  • Experience in Financial Services including previous Banking roles and KYC experience
  • Experience of working within a fast-paced environment and being able to work under pressure while maintaining accuracy and attention to detail
  • Experience of managing and resolving customer disputes

What we offer

  • Wellness rooms
  • Gyms
  • Mental health support
  • Modern workspaces
  • Collaborative areas
  • State-of-the-art meeting rooms
  • On-site cafeterias
  • Fitness centers
  • Tech-equipped workstations
  • Hybrid working
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