Senior Customer Service Advisor

Job Description

Purpose of the role: To provide exceptional customer service while resolving more complex customer needs and requests.

Key Accountabilities

• Provide customer service through various communication channels including chat, e‑mail and phone.
• Execute customer service requirements to resolve complex, specific customer needs and deliver a personalised resolution for each case.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement and provide recommendations for change in customer care processes, including feedback and coaching for colleagues.
• Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolve specific customer inquiries and issues related to the bank’s products and services, including account balances, transactions and payments.
• Develop and execute reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identify industry trends and developments to implement best practice for improving customer care efficiency and effectiveness.

Analyst Expectations

• Meet the needs of stakeholders and customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard, impacting both the role itself and surrounding roles.
• Take responsibility for the implementation of systems and processes within own work area and participate on projects beyond the direct team.
• Execute work requirements as identified in processes and procedures and collaborate with closely related teams.
• Check work of colleagues within the 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 responsibilities in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how all teams in the area contribute to the objectives of the broader sub‑function.
• Make judgments based on practice and previous experience.
• Communicate sensitive or difficult information to customers where necessary.
• Build relationships with stakeholders and customers to identify and address their needs.

Leadership Behaviours (LEAD)

• L – Listen and be authentic
• E – Energise and inspire
• A – Align across the enterprise
• D – Develop others

Values and Mindset

• Barclays Values: Respect, Integrity, Service, Excellence and Stewardship.
• Barclays Mindset: Empower, Challenge and Drive.

Working Conditions & Compensation

The role requires flexibility to work across all sites, including Lincoln, Grantham, Newark, Boston and Sleaford.

The role will be based on a 5‑day work week, including some weekends.

Starting salary: £27,700. Core benefits include a pension plan, private medical insurance, life insurance and income protection.

Full training and support will be provided, with opportunities for growth and development.

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