Specialist Customer Care

Specialist Customer Care Advisor - Job Description

Purpose of the role: Provide exceptional customer service while resolving more complex customer needs and requests.

Accountabilities

Provide customer service through chat, email, and phone. Resolve complex customer inquiries related to the bank's products and services, including account balances, transactions and payments. Collaborate with teams across the bank to align and integrate customer care processes. Identify areas for improvement and recommend changes. Develop and implement procedures and controls to mitigate risk and maintain efficient operations. Prepare reports and presentations on customer care performance and communicate findings to senior stakeholders. Identify industry trends to improve customer care efficiency.

Expectations

Meet stakeholder and customer needs through specialist advice and support. Perform activities on time and to a high standard, impacting the role and surrounding roles. May lead a team, guide professional development, allocate work, and coordinate resources. Demonstrate leadership behaviours (Listen, Energise, Align, Develop) or, as an individual contributor, manage workload, implement systems, participate in broader projects, and check colleagues' work. All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship.

Leadership Behaviours (if applicable)

• Listen and be authentic
• Energise and inspire
• Align across the enterprise
• Develop others

Qualifications & Experience

• Previous telephony based customer service experience with adaptability and resilience.
• Strong customer centric approach and ability to offer personalised solutions.
• Computer literacy and ability to navigate digital tools efficiently.
• Excellent time and diary management skills with attention to detail.
• Experience in financial services and banking roles is highly valued.
• Experience managing and resolving customer disputes.
• Knowledge of risk and controls, change and transformation, business acumen, strategic thinking, digital and technology skills.

Location & Schedule

Based in Knutsford. Working hours 8:00am to 8:00pm, Monday Saturday on a shift rotation basis.

Compensation

£27,700 per annum.