As a Customer Service Advisor within our Social Media team, you’ll support customers with a variety of complex queries about our products through our online chat function. The team is multiskilled to assist with simple questions to more complex issues, including those in vulnerable financial difficulty. Experience in a customer-facing role will be beneficial, along with past experience in contact centres.
You’ll need to be comfortable multi-tasking, as you may be speaking to multiple customers at the same time while personalising each interaction. Excellent written and verbal communication skills are essential for success in this team.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please ensure you apply as soon as possible if you possess the skills needed to become our next Specialist Customer Care Colleague within our Social team.
The team works hours between 7am-11pm Monday to Sunday, and you need to be flexible to work shifts during these times. This is a hybrid role based in Sunderland.
Contract: 7am-11pm Monday to Sunday
Salary: £26,500
Purpose of the role:
To provide exceptional customer service while resolving complex customer needs/requests.
Accountabilities:
1. Provision of customer service through various communication channels including chat, email, and phone.
2. Execution of customer service requirements to resolve complex, specific customer needs, providing unique, personalised resolutions.
3. Collaboration with teams across the bank to align and integrate customer care processes.
4. Identification of areas for improvement, providing recommendations for change in customer care processes, and offering feedback and coaching for colleagues.
5. Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
6. Resolution of specific customer inquiries related to the bank’s products and services, including account balances, transactions, and payments.
7. Development and execution of reports and presentations on customer care performance, communicating findings to internal senior stakeholders.
8. Identification of industry trends and developments to implement best practices for improving customer care efficiency and effectiveness.
Analyst Expectations:
1. Meet the needs of stakeholders/customers through specialist advice and support.
2. Perform prescribed activities in a timely manner and to a high standard, impacting both the role itself and surrounding roles.
3. May have responsibility for specific processes within a team.
4. May lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources.
5. Check work of colleagues within the team to meet internal and stakeholder requirements.
6. Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
7. 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, as well as the Barclays Mindset – to Empower, Challenge, and Drive.
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