# Specialist Customer Service Advisor

**Company**: Barclays
**Location**: Glasgow
**Work arrangement**: hybrid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://barclays.wd3.myworkdayjobs.com/en-US/External_Career_Site_Barclays/job/Glasgow-Campus/Specialist-Customer-Care_JR-0000135324?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2a11060a-402

## Description

We're looking for a Specialist Customer Service Advisor to join our Wealth Customer Care team. As a trusted first point of contact for our Wealth customers, you'll play a critical role in delivering an elevated, personalised service that reflects the very best of Barclays.

**Purpose of the role** You'll provide exceptional customer service while resolving more complex customer needs/requests. You'll focus on building a relationship with our customers that allows us to add value to our customer interactions.

**Accountabilities**

- Provision of customer service through various communication channels including chat, email and phone.

- Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.

- Collaboration with teams across the bank to align and integrate customer care processes.

- Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.

- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.

- Resolution of specific customer inquiries and issues related to the bank's products and service, including account balances, transactions and payments.

- Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.

- Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

**Key skills for success**

- Excellent verbal communication – able to analyse, interpret and clearly explain complex information to our customers with empathy and understanding.

- Resilience under pressure – comfortable working in a demanding, high-volume environment while maintaining exceptional service quality.

- Conflict resolution and problem-solving – strong active listening skills, with the ability to de-escalate situations and reach effective outcomes with diplomacy and tact.

- Advanced digital capability – confident multitasking across a range of systems, tools and software, utilising AI technology.

- Empathy-led service – able to demonstrate genuine care and understanding to elevate the Premier customer experience in every interaction.

**What we offer**

- A comprehensive core benefits package, including pension, private medical insurance, life insurance and income protection.

- Full training, ongoing development, and the support of a collaborative, high-performing team.

## Skills

### Required
- Excellent verbal communication
- Resilience under pressure
- Conflict resolution and problem-solving
- Advanced digital capability
- Empathy-led service

### Nice to have
- Experience working flexibly across multiple customer-care functions
- Ability to transfer knowledge and skills across different customer service functions

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Source: [Apply at barclays.wd3.myworkdayjobs.com](https://barclays.wd3.myworkdayjobs.com/en-US/External_Career_Site_Barclays/job/Glasgow-Campus/Specialist-Customer-Care_JR-0000135324?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)