Join us as a Senior Customer Service Advisor at Barclays, where you'll be working as part of a team delivering end-to-end customer service by completing a wide range of customer activities involving communication with both internal and external customers. You'll be responsible for high volumes of both inbound and outbound call processing, where accuracy and efficiency are essential, and you'll aim to deliver excellent customer service while contributing to the team.
To be successful as a Senior Customer Service Advisor, you should have:
* Ability to handle a high volume of voice calls without compromising quality.
* Ability to manage tasks in time-sensitive scenarios and within governance.
* Good time management and the ability to balance workflow to meet personal and team commitments.
* Strong PC skills including Microsoft Office.
Additional highly valued skills may include:
* Servicing background, either internal or external customers.
* Good knowledge and understanding of the UK card processing industry.
* Strong communication skills, both verbal and written, with the ability to tailor messages to the audience.
* Proficiency in Microsoft 360 suite.
You may be assessed on key skills relevant for success in this role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.
This role is based in Northampton.
Purpose of the role
To address customer questions, concerns, or requests while maintaining customer service expectations.
Accountabilities
* Providing customer service regarding accounts, products, and services in a timely and professional manner.
* Collaborating with teams across the bank to align, promote, and integrate customer care initiatives.
* Managing and maintaining customer records and documentation for accuracy.
* Participating in training and development to enhance customer skills, knowledge, and services.
* Identifying industry trends to implement best practices in customer care.
* Executing escalation requests to relevant teams or management promptly.
* Conducting customer service activities via chat, email, and phone.
Analyst Expectations
* Meeting stakeholder and customer needs through advice and support.
* Performing activities timely and to high standards, impacting related roles.
* Possibly leading and supervising a team, supporting development, and coordinating resources.
* Demonstrating leadership behaviors such as listening, inspiring, aligning, and developing others.
* Managing own workload and participating in broader projects if in an individual contributor role.
* Executing work according to processes, collaborating with related teams, and checking colleagues' work.
* Providing specialist advice, managing risks, and adhering to regulations and conduct codes.
* Understanding how teams contribute to broader objectives and developing operational expertise.
* Making judgments based on experience, evaluating options, and communicating sensitive information effectively.
* Building stakeholder relationships to identify and meet needs.
All colleagues are expected to embody the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, and to demonstrate the Barclays Mindset of Empower, Challenge, and Drive.
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