Step into the role of a Senior Customer Service Advisor in Alnwick 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.
You will be working in Alnwick our Local Touch Site on a salary of £26,500 per annum on a full-time basis; we are happy to consider part-time applications (minimum 28 hours per week).
The successful candidate for this role will be required to sign a Barclays Monday to Sunday 7am to 11pm contract.
Purpose of the role
To provide exceptional customer service while resolving more complex customer needs/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 communicate findings to internal senior stakeholders.
* Identification of industry trends and developments to implement best practices to improve customer care efficiency and effectiveness.
Analyst Expectations
* To meet the needs of stakeholders/customers through specialist advice and support.
* Perform prescribed activities in a timely manner and to a high standard.
* 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.
* 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.
* For an individual contributor, manage own workload, take responsibility for the implementation of systems and processes within own work area, and participate on projects broader than the direct team.
* Execute work requirements as identified in processes and procedures, collaborating with and impacting the work of closely related teams.
* Check work of colleagues within the 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.
* Maintain and continually build an understanding of how all teams in the area contribute to the objectives of the broader sub-function.
* Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based.
* Make judgements based on practice 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 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. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive.
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