Specialist Customer Care

Specialist Customer Care Advisor

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 and specific customer needs, delivering personalized solutions.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify improvement areas, recommend change and provide feedback and coaching.
• Develop and implement customer care procedures and controls to mitigate risks.
• Resolve inquiries related to bank products and services, including account balances, transactions and payments.
• Develop and present reports on customer care performance and communicate findings to senior stakeholders.
• Identify industry trends and implement best practice to improve efficiency and effectiveness.

Analyst Expectations

• Meet stakeholder and customer needs through specialist advice and support.
• Perform activities on time and to a high standard.
• Take responsibility for specific processes or supervise a team.
• Demonstrate leadership behaviours (Listen, Energize, Align, Develop) if leading; otherwise manage own workload.
• Check work of colleagues to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls.
• Deliver work in line with relevant rules, regulations and codes of conduct.
• Build relationships with stakeholders and customers to identify and address their needs.

Working Hours & Location

Shift rotation basis between 8am and 8pm, Monday to Saturday. Location: Knutsford.

Remuneration

£27,700 per annum.

Required Experience & Skills

• Previous experience in a telephony based customer service role, demonstrating adaptability and resilience.
• Customer centric approach with ability to understand business banking customer needs and offer personalized solutions.
• Computer literacy and ability to navigate digital tools efficiently.
• Exceptional time and diary management skills, sharp attention to detail, punctual and professional approach.
• Experience in Financial Services, including banking roles and KYC.
• Experience working in fast paced environments and managing under pressure.
• Experience managing and resolving customer disputes.
• Key critical skills: risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, and job specific technical skills.

Values and Mindset

All colleagues must demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship, and the Barclays Mindset of Empower, Challenge and Drive.