Specialist Customer Care Advisor – Business Banking (Customer Due Diligence/Business Onboarding) Barclays
Role Overview
Provide exceptional customer service to Business Banking customers, resolving complex cases and offering tailored solutions to meet customer needs. This role involves quick‑moving inbound and outbound telephony, prioritising case work and ensuring the best outcomes for customers.
Shift pattern: 8 am – 8 pm, Monday to Saturday on a rotation basis. Salary: £27,700 per annum. Location: Manchester.
Key Qualifications
* Previous experience in a telephony‑based customer service role, demonstrating adaptability and resilience.
* Strong customer‑centric approach – ability to understand the needs of business banking customers and offer personalised solutions.
* Computer literacy with efficient navigation of digital tools.
* Exceptional time and diary management skills, sharp attention to detail, and a consistently punctual, professional approach.
Additional Valued Skills
* Experience in Financial Services, including banking and KYC.
* Ability to work in a fast‑paced environment under pressure while maintaining accuracy and focus.
* Experience managing and resolving customer disputes.
Purpose of the Role
To provide exceptional customer service while resolving more complex customer needs and requests.
Accountabilities
* Deliver customer service across communication channels (chat, email, phone).
* Resolve complex, specific customer needs and provide unique, personalised resolutions.
* Collaborate with teams across the bank to align and integrate customer care processes.
* Identify improvement areas, recommend changes, and provide feedback and coaching to colleagues.
* Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
* Resolve specific inquiries related to the bank’s products and services (account balances, transactions, payments).
* Develop and present reports on customer care performance to senior stakeholders.
* Track industry trends and develop best‑practice initiatives to improve customer care efficiency and effectiveness.
Analyst Expectations
* Meet stakeholder/customer needs through specialist advice and support.
* Perform prescribed activities timely and to a high standard.
* Own specific processes within a team.
* Lead or supervise a team, guiding professional development and coordinating resources.
* Demonstrate leadership behaviours: Listen, Energise, Align, Develop (LEAD).
* For individual contributors, manage workload, implement systems and processes, and participate in broader projects.
* Execute work within defined processes and procedures, collaborating with related teams.
* Review colleagues’ work within the team to meet internal and stakeholder requirements.
* Provide specialist advice and support within own work area.
* Take ownership of risk management and strengthen controls, delivering work in line with relevant rules and codes of conduct.
* Build relationships with stakeholders to identify and address their needs.
All colleagues are expected to demonstrate the Barclays Values – Respect, Integrity, Service, Excellence and Stewardship – and the Barclays Mindset: Empower, Challenge and Drive.
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