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/requests.
Accountabilities
* Provision of customer service through various communication channels including chat, email and phone.
* Execution of customer service requirements to resolve 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 recommend changes in customer care processes and provide feedback and coaching for colleagues.
* Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
* Resolution of customer inquiries and issues related to bank 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
* Meet the needs of stakeholders/customers through specialist advice and support.
* Perform prescribed activities in a timely manner and to a high standard, impacting both the role itself and surrounding roles.
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:
o L – Listen and be authentic
o E – Energise and inspire
o A – Align across the enterprise
o D – Develop others
Individual Contributor Responsibilities
* Manage own workload, take responsibility for implementing systems and processes within own work area, and participate in 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 the work of colleagues within the team to meet internal and stakeholder requirements.
* Provide specialist advice and support pertinent to the 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 the area contribute to the objectives of the broader sub-function, delivering impact on collaborating teams' work.
* Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building administrative/operational expertise.
* Make judgments based on practice and previous experience.
* Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances 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 are 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 are also expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive – the operating manual for how we behave.
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