Customer Service Advisor

We are looking for a Customer Service Advisor to join our team at the Glasgow Barclays Campus with hybrid working options.

As a Customer Service Advisor, you will be the first point of contact for our clients, delivering a great experience and supporting them with their everyday banking needs.

Key Responsibilities:

• Provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.
• Collaborate across multiple digital channels to personalise each interaction with a customer.
• Enhance the bank's digital capabilities when current technology is identified as not yet ready to support.
• Provide exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
• Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations.
• Comply with all regulatory requirements and internal policies related to customer care.

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.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
• Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function.

What You'll Be Doing:

• Delivering client service across telephony and written channels.
• Building trusted relationships by understanding needs and responding with empathy and professionalism.
• Supporting clients with their banking products and services, offering solutions that meet their circumstances.
• Listening carefully to understand and provide clear, accurate, and timely support.
• Working collaboratively with colleagues to deliver a consistent, high-quality experience.

Shift Pattern:

• Rotation across day, evening and overnight shift, including a mix of weekdays and weekend working.
• Typical shift times range between 20:00 – 06:30 and 22:15 – 09:00, with some afternoon and evening shifts (14:00 – 23:45).
• Built on an 8-week rotational cycle to provide variety and fairness across shifts.

Benefits:

• Competitive benefits package.
• Hybrid working options.
• Comprehensive training and ongoing support to help you grow, succeed, and build a meaningful career with us.