Customer Service Advisor

Overview

Purpose of the role: Address customer questions, concerns or requests while maintaining customer service expectations.

Responsibilities

• Provide customer service to questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaborate with teams across the bank to align, promote, and integrate customer care initiatives.
• Manage and maintain customer records and documentation to ensure accuracy.
• Participate in training and development initiatives to improve customer skills, knowledge, and services.
• Identify industry trends and developments related to customer service to implement best practices in customer care.
• Execute escalation requests to the relevant team or senior management as required in a timely manner.
• Execute customer service activities through various communication channels including chat, email, and phone.

Analyst/Leadership Expectations

• Meet the needs of stakeholders and 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.
• May lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• Check work of colleagues within the team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls related to the work you own or contribute to.
• Deliver work in line with relevant rules, regulations and codes of conduct.
• Maintain and continually build an understanding of how all teams in the area contribute to the objectives of the broader sub-function.
• Develop awareness of underlying principles and concepts of the work within the area of responsibility, building upon administrative and operational expertise.
• Make judgments based on practice and previous experience; assess validity of prior experiences and evaluate options when procedures do not cover circumstances.
• Communicate sensitive or difficult information to customers related to customer advice or day-to-day administrative requirements.
• Build relationships with stakeholders and customers to identify and address their needs.
• Demonstrate Barclays Values of Respect, Integrity, Service, Excellence and Stewardship, and the Barclays Mindset to Empower, Challenge and Drive.

Role Context

Join Barclays as a Customer Service Advisor, developing core telephony skills through hands-on training and ongoing support. Progress through a structured development path that includes complaints handling training and, over time, more specialist skill sets. The training is designed to create a flexible, capable team that can respond confidently to evolving service demands.

Organization and Location

At Barclaycard Payments Merchant Services, we are building a team of professionals who can deliver high-quality service across a range of customer needs. The role is hybrid and based in Sunderland.

Qualifications and Experience

• Experience in customer service (internal or external).
• Ability to manage a high volume of customer queries without compromising quality.
• Excellent written and verbal communication skills, with the ability to tailor messages.
• Solid PC skills, including proficiency in Microsoft Office.

Desirable Skills

• A genuine desire to develop and progress your career.
• Confidence in balancing personal, team and client commitments.
• Strong time management skills with the ability to prioritise in fast-paced environments.
• Ability to work in a structured environment and participate on projects broader than the direct team.

Training Details

The training will be on a full-time basis for the duration of 7 weeks, Monday to Friday, 9am-5pm.

Company Culture

Our work culture emphasizes our core values and the support for development. The organisation seeks to empower employees to collaborate, learn, and grow within a forward-thinking environment.