Role Overview
Specialist Customer Care Advisor within the Customer Due Diligence or Business Onboarding team, responsible for providing exceptional service to Business Banking customers and resolving complex cases with tailored solutions.
Key Responsibilities
* Provision of customer service through various communication channels including chat, email, and phone.
* Execution of customer service requirements to resolve complex, specific customer needs, delivering unique, personalised resolutions 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 give feedback and coaching to colleagues.
* 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 services (account balances, transactions, 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.
* Serve stakeholders/customers needs through specialist advice and support.
* Perform prescribed activities in a timely manner with high standards, impacting the role and surrounding roles.
* Manage specific processes within a team and potentially lead and supervise a team, guiding professional development, allocating work, and coordinating resources.
* Demonstrate clear leadership behaviours: Listen, Energise, Align, Develop.
* As an individual contributor, manage own workload, implement systems and processes, and participate in broader projects.
* Collaborate with related teams and impact the work of closely related teams.
* Check work of colleagues within team to meet internal and stakeholder requirements.
* Provide specialist advice and support pertaining to own work area.
* Own risk management and strengthen controls for work owned or contributed to, delivering within relevant rules, regulations, and codes of conduct.
* Maintain and build understanding of how all teams in area contribute to broader objectives.
* Develop awareness of underlying principles and concepts relevant to area of responsibility.
* Make judgements based on practice and previous experience.
* Assess validity and applicability of previous or similar experiences and evaluate options when procedures are not covered.
* Communicate sensitive or difficult information to customers in customer advice or day-to-day administrative requirements.
* Build relationships with stakeholders/customers to identify and address their needs.
Analyst Expectations
* To meet the needs of stakeholders/customers through specialist advice and support.
* Perform prescribed activities in a timely manner and to a high standard.
* Likely to have responsibility for specific processes within a team.
* Potentially lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
* If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: Listen, Energise, Align, Develop.
* Or for an individual contributor, manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
* Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
* Check work of colleagues within 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 and continually build an understanding of how all teams in area contribute to the objectives of the broader sub‑function, delivering impact on the work of collaborating teams.
* Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
* Make judgements based on practice and previous experience.
* Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
* Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day‑to‑day administrative requirements.
* Build relationships with stakeholders/customers to identify and address their needs.
Desired Experience
To be successful as a Specialist Customer Care Advisor, you should have experience with:
* Previous experience of working in a telephony‑based customer service role – demonstrating adaptability and resilience.
* Customer‑Centric Approach – ability to understand the needs of our business banking customers and offer personalised solutions.
* Demonstrate computer literacy with the ability to navigate digital tools efficiently.
* Exceptional time and diary management skills, paired with sharp attention to detail and a consistently punctual, professional approach.
Highly Valued Skills
* 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.
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. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
This role will be based in Northampton. These are quick‑moving inbound and outbound telephony roles; you may also be required to manage and prioritise case work while engaging with customers to ensure the best outcomes are reached.
The role will require working between the hours of 8am to 8pm, Monday to Saturday on a shift rotation basis.
The salary for this role is £27,500 per annum.
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