Specialist Customer Care Colleague

Senior Customer Service Advisor
Washington
£25,000 per annum + Excellent Benefits
35hrs per week, rotating between 7am-11pm Monday to Sunday 

As a Barclays Senior Customer Service Advisor, you will be at the forefront of our passion for working with customers, serving their more complex needs and right now our customers need us more than ever. Whatever their enquiry may be you’ll help them with a personal approach, providing solutions to best suit their needs. We are looking for colleagues with 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. 

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 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 assistance and outcomes to best suit their needs
•    Fulfilling customer requests whilst demonstrating professionalism and empathy to ensure they are valued
•    Demonstrating knowledge of our processes/policies to ensure that customers are confident with 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
•    Operating in a high paced environment reviewing relevant information and making decisions and actions autonomously
•    Taking inbound calls at times so you will need to listen to customers specific circumstances and tailoring the relevant solution 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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