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.