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Customer Service Advisor

London, 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. 17, 2023

Business Area COO & Functions

Area of Expertise Relationship Management / Sales

Contract Permanent

Reference Code 90359182

Job description

Customer Service Advisor 
London
£23,300 per annum
Rotating between 7am-11pm Monday to Sunday 

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 the company notices, nurtures, and supports your ambitions. Grow your skills and develop into leadership roles by 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.

This opportunity is location flexible. We will consider requests for locating the role at an alternative Barclays’ key UK office from that advertised.

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?
Our Fenchurch Street branch is a large branch in the heart of London, with nearby transport links, entertainment venues and eateries, perfect for lunch breaks or after work met ups.  it’s a vibrant environment that welcomes customers from the local area to really help them in their banking journey. 

#LI-Hybrid
#BranchHybrid

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