Customer Service Advisor

Job Description

Purpose of the role

To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

Accountabilities

• Collaboration across multiple digital channels to personalise each interaction with a customer.
• Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
• Provision of 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, so that 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.
• To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

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 which will impact both the role itself and surrounding roles.
• Likely to have responsibility for specific processes within a team
• They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate 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: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
• OR for an individual contributor, they 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 your 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 practise 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.

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.

At Barclays, you will join a welcoming and supportive team where people truly come first. We offer hybrid working, a competitive benefits package and a strong culture of coaching, learning and development that helps you grow and progress your career.

You will receive comprehensive training, ongoing support and opportunities to explore broader roles across the organisation. To give candidates greater choice and flexibility, we also host monthly assessment evenings that provide an additional and convenient way to take part in our hiring process.

You will work in a modern and collaborative environment following a £10m office refurbishment, with Eagle Court located close to the town centre. We recognise and value our colleagues, support volunteering and community involvement and foster a culture where wellbeing and career progression are genuinely supported.

Our Values of Respect, Integrity, Service, Excellence and Stewardship guide the way we work every day. These Values shape how we support our customers, how we work with one another and how we build meaningful and fulfilling careers.

Join us at Barclays and step into the role of a Customer Service Advisor. In this role you will provide first-class customer service by supporting our clients in their day-to-day banking and helping through various communication channels.

To be successful within the role of a Customer Service Advisoryou should have:

• Customer Service experience, interacting with clients daily and be able to provide support and understanding around any queries they may have.

• Strong Communication.

• Proficiency in customer service.

• Strong working knowledge of Microsoft Tools and their usage.

Some other highly valued skills may include:

• Ability to constructively challenge and be challenged in the team.

• Be vocal about your findings and opinions and work towards change within the team to better the process for all involved.

• Strong communication skills, with the ability to take on board new information and adapt to that new situation.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job specific technical skills.

This role is based on the Isle of Man.