Specialist Customer Care Advisor - Inbound Telephony

Overview

Specialist Customer Care Advisor - Inbound Telephony, Barclays, Glasgow, Scotland, United Kingdom. Join us as a Specialist Customer Care Advisor within the Customer Due Diligence team, where you will provide exceptional customer service to our Business Banking customers while resolving complex cases and offering tailored solutions to ensure the needs of the customer are met.

Join us to apply for the Specialist Customer Care Advisor - Inbound Telephony role at Barclays
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The role provides quick-moving inbound telephony work; you may also be required to manage and prioritise case work while engaging with customers to ensure the best outcomes. The role will require you to work between the hours of 8am to 8pm, Monday to Saturday on a shift rotation basis. The salary for this role is £27,500 per annum.

Location:

Glasgow.

• 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.

• Previous experience of working in a telephony-based customer service role - demonstrating adaptability and resilience.
• Customer-Centric Approach - ability to understand the needs of our business banking customers and offer personalised solutions.
• Demonstrate computer literacy with the ability to navigate digital tools efficiently.
• Exceptional time and diary management skills, paired with sharp attention to detail and a consistently punctual, professional approach.

• Experience in Financial Services including previous Banking roles.
• Experience of working within a fast-paced environment and being able to work under pressure while maintaining accuracy and attention to detail.
• Experience of managing and resolving customer disputes.

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.