Role Overview & Mandate
Executive Summary
Senior Customer Service Advisor - Branch 16 Murray Place, Stirling, FK8 2DD/ Hybrid £25,000 per annum +...
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Senior Customer Service Advisor - Branch
16 Murray Place, Stirling, FK8 2DD/ Hybrid
£25,000 per annum + Excellent Benefits
Between 7am and 11pm Monday – Sunday
As a Barclays Senior Customer Service Advisor, you will be on the frontline to serve customers and address the more complex needs with a focus on achieving the best outcomes for our customers and clients. Whatever their enquiry might be, you will support them with a personal approach, providing solutions to best suit their specific needs.
Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.
Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.
We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month, or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.
What will you be doing?
• Using initiative when developing resolutions by telephone, email, SMS or in person, and ensuring solutions to derive the right outcome and exceed customer expectations
- Breaking down complex issues or customer queries and assimilating a wide range of information to fully comprehend cause, impact, and solution
- Anticipating customer needs, and providing personalized and effective outcomes for the customer and the bank
- Working closely and communicating with other business areas as required to ensure great customer outcomes
- Maximising your own full potential through inviting regular observation, feedback and coaching from peers and leaders, and sharing best practices between colleagues
- Adopting a values-based approach when dealing with customers
- Ensuring vulnerable customers are determined and assisted appropriately via the right channels
- Utilising the internal systems correctly to ensure that customer records are accurately always maintained and up to date
What we’re looking for:
• Proven experience in promoting an excellent customer journey
- Confidence to communicate with a wide range of customers, colleagues, and key stakeholders
- Experience of operating in a customer focused role
- Demonstrable communication skills, with the ability to use a range of communication styles tailored to the customer and situation
Skills that will help you in the role:
• Comprehensive knowledge of Internal Systems
- Experience of working in retail banking
- Demonstrate a high level of comprehension of our range of products and services
- Proven ability to use Microsoft Office tools to a high standard
You will be based in one of our Branches which are the heart of Barclays. Branches are changing both in the way they look and the way our colleagues work in them. We aim to have someone on hand to help our customers with their banking needs from the moment they walk in, creating an exquisite customer experience, face to face, while using technology to create the quickest, most seamless experience for them.
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