As a Customer Care Advisor, you will be servicing business banking customers with their everyday needs. This includes managing the end-to-end account opening and onboarding journey, responding to queries, resolving issues, and handling complaints. You will work as part of a team, representing Barclays’ values, handling customer administrative tasks and delivering customer expectations.
To be successful in this role, you should have experience with:
1. Previous experience in a customer service role
2. Excellent verbal and written communication skills
3. Attention to detail
4. Ability to work independently and take ownership
5. Problem solving
6. Interpersonal skills
Desirable criteria:
1. Telephony experience
2. Technical knowledge – basic computer/pc skills and ability to use Microsoft products such as Outlook
3. Knowledge of products and services
You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.
This role can be based in Knutsford or Glasgow. The working hours are between Monday to Saturday, 8AM to 8PM, with a salary of £26,500.
Purpose of the role
To provide exceptional customer service while resolving more 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 more complex, specific customer needs, and give a unique, personalised resolution for each case.
3. Collaboration with teams across the bank to align and integrate customer care processes.
4. 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.
5. Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
6. Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
7. Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
8. Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
Analyst Expectations
1. To meet the needs of stakeholders/customers through specialist advice and support.
2. Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
3. Likely to have responsibility for specific processes within a team.
4. They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
5. Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
6. Check work of colleagues within team to meet internal and stakeholder requirements.
7. Provide specialist advice and support pertaining to own work area.
8. Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
9. Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function.
10. Make judgements based on practice and previous experience.
11. Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
12. Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
13. 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.
Job Info
Job Title: Customer Care Advisor
Company: CV-Library
Location: Warrington, Cheshire
Competitive
Posted:
Closes: Jan 11th 2025
Sector: Other
Contract: Permanent
Hours: Full Time
#J-18808-Ljbffr