Senior Customer Service Advisor - Livingston and Stirling
Job Description
Purpose of the role
To 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 services, including account balances, transactions, and payments.
* Development and execution of reports and presentations on customer care performance and communicating findings to internal senior stakeholders.
* Identification of industry trends and developments to implement best practices to improve customer care efficiency and effectiveness.
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 impacting the role and surrounding roles.
* Responsible for specific processes within a team and may lead and supervise a team, guiding and supporting professional development, allocating work, and coordinating team resources.
* If leadership responsibilities are present, demonstrate leadership behaviors: Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
* For individual contributors, manage own workload, implement systems and processes, and participate in broader projects.
* Execute work as per processes and collaborate with related teams.
* Check colleagues' work to meet requirements.
* Provide specialist advice related to own work area.
* Manage risk and controls related to own work, ensuring compliance with rules and regulations.
* Understand how all teams contribute to broader objectives, building operational expertise.
* Develop awareness of principles and concepts underlying the work.
* Make judgments based on experience and evaluate options in unstructured circumstances.
* Communicate sensitive or complex information clearly to customers.
* Build relationships with stakeholders/customers to address their needs.
All colleagues are expected to demonstrate Barclays Values: Respect, Integrity, Service, Excellence, and Stewardship, and embody the Barclays Mindset: Empower, Challenge, and Drive.
Join us as a Senior Customer Service Advisor and make a difference to our customers daily. Bring your passion for helping people, empathy, and dedication to a role supporting complex queries or needs, whether in branch or at local hubs.
This role involves working onsite 5 days a week across Livingston and Stirling, with flexibility to travel up to 1 hour between locations. A valid driving license is required.
Starting salary: £27,500, with comprehensive benefits including pension, private medical insurance, life insurance, and income protection. Full training and support provided.
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