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Customer Service Advisor

Exeter, England

Customer Service Overview

Our customer service colleagues are at the forefront of our obsession with customers - and right now our customers need us more than ever. They need colleagues who are understanding, committed, and take ownership of their development. Because when our colleagues are learning, they can adapt to our customers changing needs and support them when they need us the most - from life's little moments to the big ones.

Key information

Date live Jan. 24, 2023

Business Area COO & Functions

Area of Expertise Relationship Management / Sales

Contract Permanent

Reference Code 00279186

Job description

Job:              Customer Service Advisor
Location      Exeter/Hybrid
Salary:         £23,300 FTE + Excellent Benefits
Shifts:          
Full time and Part-time roles available between 21-35 hours, covering various shifts between Monday to Sunday.  Hours to be discussed with Hiring Manager
The successful candidate for this role will be required to sign a Barclays Monday to Sunday 7am to 11pm contract

As a Barclays Customer Service Advisor you will be at the forefront of our obsession with customers - and right now our customers need us more than ever. Whatever their enquiry might be; you’ll support them with a personal approach, providing solutions to best suit their specific needs. 

We are looking for colleagues who have empathy, understanding, and a desire to take ownership of their personal development, how you develop is up to you but we’ll make it our job to notice, nurture and support your ambitions. There are multiple opportunities to grow your skills and develop into leadership roles. More than that, our service centres are seen as a hotbed of talent for our entire business.

As a business we believe that by helping our colleagues continue to learn, develop and grow, they can adapt to our customers changing needs and support them when they need us the most - from life's little moments to the big ones. 

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.

What you get from us
Competitive salary
Competitive holiday allowance
Life assurance
Income protection    Private medical care
Pension contribution
Flexible working
Voluntary benefits and more

Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.  If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

Hybrid Working
We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances 
Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?
•    Working as one team across multiple channels, you will personalise each interaction with a customer, providing support and outcomes to best suit their needs
•    Fulfilling customer requests whilst demonstrating professionalism and empathy to ensure they feel valued
•    Demonstrating knowledge of our processes/policies to ensure that customers feel confident in our colleagues, and knowing when to escalate where appropriate 
•    Educating our customers on a range of products and services as well as the different channels they can utilize to engage with us directly
•    Investigating emotive and complex customer and client queries, concerns and complaints related to an extensive range of products
•    Understanding a customer’s financial position through listening to customer’s specific circumstances and tailoring the relevant solution to their needs
•    Working in a high paced environment reviewing relevant information and making decisions and actions autonomously

What we’re looking for:
•    Strong communication and empathy skills, with the ability to use a range of communication styles to provide a personal approach
•    Proven ability to use Microsoft Office to a high standard
•    The ability to educate our customers on a range of products and services 
•    A genuine passion for helping others with a customer centric mindset 

Skills that will help you in the role:
•    Ability to work seamlessly as part of a team but also to their own initiative 
•    Experience in Retail Banking is desired but not essential, as we are looking for people that are passionate about customer service

Where will you be working?
Our Exeter branch has recently been renovated to accommodate our colleagues who’ll be working in a Contact Centre environment, offering a warm and friendly atmosphere. There are also cafes, shops and restaurants as well excellent transport links nearby.

#CS_Opportunities

What you get in return

However high you rise at Barclays, we believe all our employees should receive a competitive package of core benefits flexible to you and your family’s needs. At Barclays, you’ll support our customers and clients, and we’ll support you with rewards that will genuinely make a difference.

Competitive holiday allowance

Competitive pay

Life assurance

Income protection

Private medical care

Flexible working

Pension contribution

Voluntary benefits

Success profile

Do you have what it takes to join our contact centre team?

We're looking for people with these key traits.

Qualities we look for: understanding, problem solving, ownership, attention to detail

Is this role right for you?

Deciding on your next career step is a big decision, why not take our quiz to find out if this opportunity is right for you?

Take our quiz

The Barclays Way

This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.

Learn more

Purpose

We exist to provide responsible finance to people and business – but also a whole lot more.

Values

We believe great talent RISES. It acts with Respect, Integrity, Service, Excellence and Stewardship.

Mindset

We discover our full potential through our desire to Empower, Challenge and Drive each other.

So I'd say expect the unexpected - it's brilliant and every day is different. You need to be adaptable and resilient.

Cass Bailey

Customer Care Team Lead, Sunderland Contact Centre

We believe in taking ownership, it's a big piece of our community - there's always opportunity to champion initiatives or projects when they come up. If you can see a need for something, if you've picked up on something that could be changed, revolutionise the way we do something, or make it more efficient, everyone's really open to those ideas.

Nicola Ingram

Customer Care, Sunderland Contact Centre

If I'm starting a conversation with a customer, in an ideal world, I'll finish it - whether that's a complaint, an application, or trying to help them change their details online, we'll be there from start to finish.

Nicola Ingram

Customer Care, Sunderland Contact Centre

More about working at Barclays