Specialist Customer Service Advisor

Job Description

Barclays Specialist Customer Care team serves the more specialist/complex needs of our customers and are there to help when they need us most. As one of our team you’ll be helping them through challenging life events such as financial difficulty, being scammed or defrauded or a bereavement. This could depend on the customer type, or life event they’re experiencing.We help find a fair and simple way forward for our customers by providing great digital tools, education and offer solutions backed by expert colleagues. Solutions are relevant, timely, and ultimately help improve our customers’ future financial stability and prospects through the most difficult moments in their life. We’d love individuals to join us who’ll treat our customers as if they were your own family members – with empathy and kindness.

Requirements

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 service, including account balances, transactions and payments. Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders. Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Skills