Purpose of the role
Provide exceptional customer service while resolving more complex customer needs/requests.
Accountabilities
* Provision of customer service through various communication channels including chat, email and phone.
* Execution of customer service requirements to resolve more complex, specific customer needs and give a unique, personalised resolution for each case.
* Collaboration with teams across the bank to align and integrate customer care processes.
* Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
* Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
* Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
* Development and execution of reports and presentations on customer care performance and communication of findings to internal senior stakeholders.
* Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
Analyst Expectations
* Meet the needs of stakeholders/customers through specialist advice and support.
* Perform prescribed activities in a timely manner and to a high standard which will impact the role and surrounding roles.
* Likely to have responsibility for specific processes within a team.
* May lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
* Demonstrate a clear set of leadership behaviours (LEAD): Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others when the position has leadership responsibilities.
* For an individual contributor, manage own workload, take responsibility for implementing systems and processes within the own work area and participate in projects broader than the direct team.
* Check the work of colleagues within the team to meet internal and stakeholder requirements.
* Provide specialist advice and support pertaining to own work area.
* Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
* Deliver work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
* Maintain continuous awareness of how all teams in the area contribute to the objectives of the broader sub‑function.
* Build relationships with stakeholders/customers to identify and address their needs.
Job Overview
As a Specialist Customer Care Advisor, you will provide exceptional customer service to our Business Banking customers while resolving complex cases and offering tailored solutions. These are quick‑moving inbound and outbound telephony roles; you may also be required to manage and prioritise case work whilst engaging with customers to ensure the best outcomes are reached.
The role will require you to work between the hours of 8am to 8pm, Monday to Saturday on a shift rotation basis.
The salary for this role is £27,700 per annum.
Qualifications
* Previous experience working in a telephony‑based customer service role, demonstrating adaptability and resilience.
* Customer‑centric approach – ability to understand the needs of business banking customers and offer personalised solutions.
* Computer literacy with the ability to navigate digital tools efficiently.
* Exceptional time and diary management skills, sharp attention to detail, consistently punctual and professional in approach.
* Experience in Financial Services, including previous banking roles and KYC experience.
* Experience working within a fast‑paced environment and being able to work under pressure while maintaining accuracy and attention to detail.
* Experience managing and resolving customer disputes.
* Key critical skills for success, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, and job‑specific technical skills.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right, and the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
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