Specialist Customer Care Advisor – Telephony

Specialist Customer Care Advisor

To provide exceptional customer service while resolving complex customer needs and requests across multiple channels.

Key Responsibilities

• Deliver customer service via chat, email, phone, and other communication channels.
• Resolve specific customer inquiries related to account balances, transactions, payments, and other banking products.
• Provide specialist advice and support aligned with internal processes and regulatory requirements.
• Identify and recommend improvements in customer care processes, collaborating with cross‑functional teams.
• Develop and implement customer care procedures and controls to mitigate risks.
• Prepare reports and presentations on customer care performance for senior stakeholders.
• Communicate sensitive or difficult information to customers in customer‑advice and day‑to‑day transactions.
• Maintain and strengthen controls and risk management for the work you own.
• Participate in projects broader than the direct team and collaborate closely with related teams.

Required Experience & Skills

• Previous experience in a telephony‑based customer service role, preferably in financial services or banking.
• Customer‑centric approach with ability to understand business bank customers and offer personalised solutions.
• Computer literacy with efficient navigation of digital tools.
• Exceptional time‑management and diary skills, with strong attention to detail.
• Experience handling high‑pressure, fast‑paced environments while maintaining accuracy.
• Experience resolving customer disputes.
• Knowledge of KYC (know‑your‑customer) processes and relevant banking regulations.
• Strong risk and controls awareness and ability to follow procedures.
• Strategic thinking, business acumen, and digital/technology literacy relevant to the role.

Working Hours & Compensation

Shift rotation basis, 8am‑8pm, Monday‑Saturday. Annual salary £27,700.

Location

Manchester.

Eligibility & Equal Opportunity

Barclays is an equal opportunities employer and welcomes applications from all backgrounds.

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