Specialist Customer Care Advisor – Inbound Telephony
Barclays – Sunderland, England, United Kingdom
Location flexibility: Also available in Glasgow, Liverpool, Northampton.
Salary:£27,500 per annum.
Hours: 8:00 am – 8:00 pm, Monday – Saturday, shift rotation.
Purpose
To provide exceptional customer service while resolving complex customer needs for Business Banking customers.
Responsibilities
* Manage inbound telephony calls, including priority case work and customer engagement.
* Resolve complex customer cases and provide tailored solutions.
* Collaborate with cross‑bank teams to align customer care processes.
* Identify improvement opportunities, recommend changes, and coach colleagues.
* Develop and implement procedures and controls to mitigate risk.
* Handle specific inquiries related to products and services (balances, transactions, payments).
* Prepare reports and presentations on customer care performance for senior stakeholders.
* Track industry trends and implement best practice to enhance efficiency.
* Provide specialist advice and support to meet stakeholder and customer needs.
Qualifications
* Experience in a telephony‑based customer service role.
* Customer‑centric approach with the ability to offer personalised solutions.
* Computer literacy and efficient navigation of digital tools.
* Excellent time and diary management skills, punctual and professional.
* Valued: Experience in financial services or banking, fast‑paced environment, handling disputes.
Additional Information
All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship, and the Barclays Mindset – Empower, Challenge, Drive.
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