Description
We are seeking a Senior Customer Service Advisor to join our team at Barclays. As a Senior Customer Service Advisor, you will provide exceptional customer service while resolving more complex customer needs and requests.
Accountabilities:
- Provide customer service through various communication channels including chat, email, and phone
- Execute customer service requirements to resolve complex, specific customer needs and provide a unique, personalised resolution for each case
- Collaborate with teams across the bank to align and integrate customer care processes
- Identify areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas
- Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations
- Resolve specific customer inquiries and issues related to the bank's products and services, including account balances, transactions, and payments
- Develop and execute reports and presentations on customer care performance and communicate findings to internal senior stakeholders
- Identify industry trends and developments to implement best practice to improve customer care efficiency and effectiveness
Analyst Expectations:
- Meet the needs of stakeholders/customers through specialist advice and support
- Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles
- Likely to have responsibility for specific processes within a team
- Lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources
- Demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard
Benefits:
- Competitive salary of £27,700
- Comprehensive core benefits package, including a pension plan, private medical insurance, life insurance, and income protection
Requirements:
- Background in customer service, retail, hospitality, or any other role where you've supported customers with more complex queries or needs
- Passion for helping people and exceptional customer service skills