Description
We are seeking a Client Service Advisor to join our Direct Investing team.
As a Client Service Advisor, you will provide high-quality support to investment customers through our telephony-based service.
In this fast-paced role, you’ll navigate a varied and sometimes complex range of investment-related queries, building your knowledge and expertise while delivering clear, accurate and confident support.
Your main responsibilities will include:
- Providing customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
- Collaborating with teams across the bank to align, promote, and integrate customer care initiatives.
- Managing and maintaining customer records and documentation to ensure accuracy.
- Participating in training and development initiatives to improve customer skills, knowledge, and services.
- Identifying industry trends and developments related to customer service to implement best practice in customer care.
- Executing escalation requests to the relevant team or senior management as required in a timely manner.
- Executing customer service activities through various communication channels including chat, email, and phone.
You will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right.
You will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
To be successful as a Client Service Advisor, you must have the following essential skills:
- Customer service experience, with a strong focus on understanding customer needs and delivering positive outcomes.
- Excellent verbal communication and active listening skills, with confidence supporting customers over the telephone.
- Strong problem-solving skills, with the ability to manage varied and sometimes complex customer queries accurately.
- Digital capability, with confidence navigating online platforms and supporting customers with digital services.
- Ability to recognise customer vulnerability, adapt your approach to individual needs and work within regulatory and quality standards.
Some other highly valued skills may include:
- Previous experience within financial services, investments, banking or a similar regulated customer-service environment.
- Knowledge or understanding of investment products, financial markets or investment platforms.
- Previous telephony or contact-centre experience, particularly handling varied or complex customer enquiries.
- Experience supporting customers through digital services and/or identifying and responding appropriately to vulnerable customers.
The working pattern for this role is Monday to Friday, with working hours scheduled between 7:30am and 7:00pm.
During your initial training period, you will be required to attend the office full time until you have successfully completed your training and received sign-off. Once signed off, you will move to a hybrid working model, with three days per week in the office.