Customer Care Colleague

Customer Service Advisor 
Hammersmith
£23,500 per annum
35hrs per week, rotating between 7am-11pm Monday to Sunday (if part time change 35 hours to the relevant hours)

As a Barclays Customer Service Advisor, you will be accountable for serving the more complex needs of our customers and clients with a focus on achieving the best outcomes for them. For this role, you must have compassion and a desire to take ownership of your personal development, while we notice, nurture, and support your ambitions. Grow your skills and develop into leadership roles being a Barclays Customer Service Advisor with our multiple opportunities and service centres seen as a hotbed of talent for our entire business.

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 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.

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 can 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 a team across multiple channels, personalising each interaction with a customer, and providing backing and outcomes to best suit the customers’ needs
•    Fulfilling customer requests whilst demonstrating professionalism and empathy to ensure each customer is valued
•    Demonstrating knowledge of our processes/policies to ensure that customers are confident in our colleagues, and knowing when to escalate where appropriate 
•    Educating each customer 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
•    Engaging in a fast-paced environment, reviewing relevant information, and making decisions and actions autonomously
•    Taking inbound calls at times and listening to customers’ specific circumstances while tailoring the relevant solutions to their needs

What we’re looking for:
•    Solid communication and empathy skills, with the ability to use a range of communication styles to provide a personal approach
•    Demonstrated experience in using Microsoft Office to a high standard
•    Ability to educate customers on a range of products and services available to them
•    A genuine interest in the customer or being customer-centric 

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

Where will you be working?
You will be based in one of our Branches which are the heart of Barclays. Branches are changing both in the way they look and the way our colleagues work in them. We aim to have someone on hand to help our customers with their banking needs from the moment they walk in, creating an exquisite customer experience, face to face, while using technology to create the quickest, most seamless experience for them.

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