Senior Customer Service Advisor
Step into the role of a Senior Customer Service Advisor where you’ll be at the forefront of our passion for working with customers providing help and guidance. Whatever their enquiry may be, you’ll help them with a personal touch ensuring they feel valued and respected. We are looking for colleagues with empathy, understanding, and a desire to take ownership of their personal development. Full training will be provided and we’ll make it our job to notice, nurture and support your ambitions.
Purpose of the Role
To provide exceptional customer service while resolving more complex customer needs and 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 services, including account balances, transactions, and payments.
* Development and execution of reports and presentations on customer care performance and communication of findings to internal senior stakeholders.
* Identification of industry trends and developments to implement best practices to improve customer care efficiency and effectiveness.
Analyst Expectations
* Meet needs of stakeholders/customers through specialist advice and support.
* Perform prescribed activities timely and to a high standard impacting both the role itself and surrounding roles.
* Likely responsibility for specific processes within a team.
* Lead and supervise a team, guide, support professional development, allocate work requirements, and coordinate team resources.
* Demonstrate leadership behaviours to create an environment for colleagues to thrive and deliver consistently excellent standards. LEAD behaviours: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
* For an individual contributor, manage own workload, implement systems and processes within own work area, and participate on projects broader than direct team.
* Execute work requirements identified in processes and procedures, collaborate and impact 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 owned or contributed to. Deliver work and responsibilities in line with relevant rules, regulation, and codes of conduct.
* Maintain and continually build understanding of how all teams in area contribute to objectives of the broader sub-function, delivering impact on collaborating teams.
* Continually develop awareness of underlying principles and concepts on which work within area of responsibility is based, building upon administrative/operational expertise.
* Make judgements based on practice and previous experience.
* Assess validity and applicability of previous or similar experiences and evaluate options under circumstances not covered by procedures.
* Communicate sensitive or difficult information to customers 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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