Customer Service Advisor - Telephony

As a Customer Service Advisor - Telephony, you will be servicing business banking customers with their everyday needs. This includes handling inbound and outbound customers calls, responding to queries, resolving issues and handling complains, work as part of a team, representing values of Barclays, handling customer administrative tasks and delivering customer expectations.

The working hours will be 35 hours between Monday to Saturday, 8am to 8pm. Salary: £26500 per annum.

To be successful as a Customer Care Advisor, you should have experience with

• Previous experience in customer service role, ideally in a telephony environment.

• Providing excellent customer service from start to finish.

• Excellent verbal and written communication skills.

• Ability to work independently and take ownership.

• Prioritising tasks based on urgency and importance.

• Ability to take responsibility for resolving customer issues from start to finish. 

Some other highly valued skills may include:

• Telephony Experience: The ability to handle inbound and outbound customer calls efficiently, maintain a professional and friendly tone.

• Ownership of Customer Queries: Taking responsibility for resolving customer issues from start to finish. Using great communication skills to keep customers updated on progress.

• Escalation & Collaboration: Identify when an issue requires escalation, work with relevant teams or departments to ensure quick resolutions. This includes documenting issues and resolutions.

This is an entry-level opportunity that can be a great stepping-stone for those looking for a change in career direction.

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, Birmingham, Sunderland, Northampton, or Glasgow.

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 service, 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 practice 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 which will impact both the role itself and surrounding roles.
• 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. They supervise a team, allocate work requirements and coordinate 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. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on 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 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 area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
• Make judgements based on practise 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 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 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.