Specialist Customer Care

Specialist Customer Care – Barclays

Barclays, Glasgow, Scotland, United Kingdom

Role:
Specialist Customer Care – you will provide exceptional customer service while resolving complex customer needs/requests. The position requires work between 8:00 am and 8:00 pm Monday to Saturday on a shift rotation basis. Salary: £27,500 per annum.

• Previous experience in a telephony‑based customer service role, demonstrating adaptability and resilience.
• Customer‑Centric Approach – ability to understand and respond to business banking customers’ needs with professionalism and efficiency.
• Problem‑Solving Skills – capable of handling complex queries and providing effective solutions with confidence.
• Thrives in a fast‑paced environment – comfortable working under pressure while maintaining accuracy and attention to detail.
• Ownership & Accountability – takes responsibility for tasks, follows through on commitments, and ensures excellent service delivery.
• Experience in Financial Services (highly valued).

• Provision of customer service through chat, email, and phone.
• Resolve complex, specific customer needs and provide a unique, personalised resolution for each case.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement, provide recommendations for change, and coach colleagues on highlighted areas.
• Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolve specific inquiries related to products and services, including account balances, transactions, and payments.
• Develop and execute reports and presentations on customer care performance and communicate findings to senior stakeholders.
• Monitor industry trends and implement best practice to improve customer care efficiency and effectiveness.

• Meet stakeholder/customer needs through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard.
• Possibly lead and supervise a team, guiding professional development and coordinating resources.
• Demonstrate leadership behaviours (Listen, Energise, Align, Develop) if role includes people‑lead responsibilities.
• If an individual contributor, manage own workload, implement systems and processes, and participate in broader projects.
• Check work of colleagues to meet internal and stakeholder requirements.
• Take ownership of risk management and strengthen controls within owned or contributed work.
• Maintain awareness of underlying principles and concepts that guide work within the area of responsibility.
• Build relationships with stakeholders/customers to identify and address their needs.

All colleagues will demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship and the Barclays Mindset – Empower, Challenge, and Drive.

Associate

Full‑time

Other

Banking and Financial Services