Customer Service Advisor

Customer Service Advisor
Mansfield
Salary - £23,500 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 - 35hrs per week, rotating between 7am-11pm Monday to Sunday 

As a Barclays Customer Service Advisor, you will be the first point of contact for our customers. You will provide support and guidance to each customer, giving a personal touch ensuring they feel valued and respected. You’ll have empathy and a passion for delivering excellent customer service. Full training will be provided, and you will be placed within a supportive team who will guide you to ensure you have everything you need to succeed as a customer care colleague. Lastly, you don’t need banking experience – just a can-do approach. 

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.

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 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:
•    Excellent communication and empathy skills, with the ability to use a range of communication styles to provide a personal approach
•    A genuine passion for helping others with a customer centric mindset 
•    The ability to educate our customers on a range of products and services 
•    Competency in fraud investigation, processes and systems reviewing relevant information and making decisions and actions autonomously

Skills that will help you in the role:
•    Ability to work seamlessly as part of a team but also to their own initiative 
•    Proven ability to use Microsoft Office to a high standard
•    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?
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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