Senior Customer Service Advisor - Aberystwyth
Join us at Barclays Business Banking as a Senior Customer Service Advisor and make a meaningful difference to our customers daily. If you have experience in customer service, retail, hospitality, or roles supporting customers with complex queries, this is your opportunity to bring your empathy and dedication to a role where they can truly shine. You will serve as the friendly face for our Retail Banking customers, providing face-to-face expertise, guidance, and support in our branch or local hubs.
As part of our Customer Care team, you'll work 5 days a week, including some weekends, with a starting salary of £26,500. Enjoy our comprehensive benefits package, including pension, private medical insurance, life insurance, and income protection. With full training and team support, we'll help you succeed and grow with us.
You will be based at our Aberystwyth Local hub and will also have the opportunity to travel to our Cardigan hub.
Purpose of the role
To provide exceptional customer service while resolving more complex customer needs and requests.
Accountabilities
* Providing customer service via chat, email, and phone.
* Resolving complex customer needs with personalized solutions.
* Collaborating across teams to align customer care processes.
* Identifying areas for improvement and providing feedback and coaching.
* Developing and implementing customer care procedures to mitigate risks.
* Handling inquiries related to bank products, accounts, transactions, and payments.
* Preparing reports on customer care performance for senior stakeholders.
* Implementing industry best practices to improve efficiency and effectiveness.
Expectations for Analysts
* Meeting stakeholder and customer needs through expert advice.
* Performing activities to a high standard and within deadlines.
* Leading or supervising a team, guiding development, and managing resources.
* Demonstrating leadership behaviors if in a leadership role.
* Managing own workload and participating in broader projects.
* Ensuring work meets internal and stakeholder requirements.
* Providing expert support and advice within own area.
* Managing risks and ensuring compliance with regulations and standards.
* Building understanding of how teams contribute to broader objectives.
* Continuously developing expertise and judgment skills.
* Communicating sensitive information effectively.
* Building relationships with stakeholders and customers to address their needs.
All colleagues are expected to embody Barclays' values: Respect, Integrity, Service, Excellence, and Stewardship, and to demonstrate the Barclays Mindset: Empower, Challenge, and Drive.
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