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Senior Customer Service Advisor - Hybrid

Knutsford, 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. 19, 2023

Business Area COO & Functions

Area of Expertise Relationship Management / Sales

Contract Permanent

Reference Code 00280659

Job description

Customer Service Advisor 
Location  - Radbroke

Salary - £24,700 per annum plus excellent benefits including: Private Medical Care including GP services, Life assurance covering x8 times basic salary, Pension Contribution up to 12%, 25 days holiday allowance plus bank holidays, with the option of buying or selling 5 days per year, plus many more benefits

Shift Pattern – Working 5 days out of 7, rotating shift patterns between 7am and 11pm Monday – Sunday. 

As a Barclays Specialist Customer Care Colleague, you will be making a real difference to the lives of our customers. In each interaction you will be providing the customer with that personal touch, demonstrating support, and understanding and working with them until all their needs are met. If you are a great listener and truly care about people, this is the role for you. 

Full training will be provided, you will be placed within a supportive team who will be there to guide and coach you to ensure you have all the tools you need to truly succeed as a specialist customer care colleague. We are passionate about making Barclays a great place to work and a great place to develop your career. 

Our organisation is rapidly expanding, and we’re excited to be recruiting for a variety of roles within our Everyday Business Banking and New Customer teams. Our goal is to build an inclusive and dynamic environment, made up of a vast range of talents, perspectives, and ideas.

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.

Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes 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 career, 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.

We are 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 can request work patterns to reflect their personal circumstances. 

What will you be doing?
•    Providing excellent customer service and responses on behalf of Barclays through various communication channels
•    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

What we’re looking for 
•    Strong communication, customer service and empathy skills, with the ability to use a range of communication styles to provide a personal approach
•    Proven ability to use Microsoft Office
•    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 you will be working?
You will be based in Radbroke, Knutsford. The Barclays Technology Campus just outside Manchester is our tech command centre and a vital strategic powerhouse behind our global operations. The campus is set in a 64 acre self-contained site, in a beautiful green environment and it offers unrivalled facilities for work and for play. We have an onsite gym, as well as outdoor tennis, football and cricket areas, as well as onsite restaurant and coffee shops.

#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