Job Description
Purpose of the role: To provide resolutions for customer queries and personalise each interaction through the use of multiple communication channels.
Accountabilities
Collaboration across multiple digital channels to personalise each customer interaction. Enhance the bank’s digital capabilities when current technology is not yet ready to support. Provide exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
Support the collaboration of internal stakeholders—including sales, operational, and risk management teams—to meet client needs and expectations, ensuring transactions are executed accurately and on time. Support teams within the business operations function as needed, including risk management, compliance and collections.
Comply with all regulatory requirements and internal policies related to customer care.
Analyst Expectations
Deliver work to a high standard, impacting both the role itself and surrounding roles. Manage specific processes within a team, potentially leading and supervising a team, guiding professional development, allocating work and coordinating resources.
For individual contributors, manage own workload, implement systems and processes, participate in projects beyond the direct team, and execute work requirements as identified in processes and procedures.
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 of risk, strengthen controls, and meet relevant rules, regulation and codes of conduct.
Develop a continual understanding of how all teams in the area contribute to the objectives of the broader sub‑function, delivering impact on collaborating teams.
Location and Working Hours
Location: Glasgow or Isle of Man Barclays Campus with hybrid working options.
Working Hours: 24/7 rotating shift pattern covering weekdays, weekends, evenings, nights, and occasional afternoons to support global client needs.
About the Role
We’re growing our team to better support global market clients, extending service beyond core business hours to meet everyday banking needs. Join us as a Customer Service Advisor and be part of the next phase of growth.
What You’ll Be Doing
- Deliver client service across telephony and written channels.
- Build trusted relationships by understanding needs and responding with empathy and professionalism.
- Support clients with banking products and services, offering solutions that match their circumstances.
- Listen carefully to understand and provide clear, accurate, and timely support.
- Work collaboratively with colleagues to deliver a consistent, high‑quality experience.
- Follow policies and processes to maintain a strong risk and control environment.
Benefits
Hybrid working, competitive benefits package, and a culture of coaching, learning, and development. Comprehensive training and ongoing support from day one.
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