Customer Service Advisor - Sunderland

Join us at Barclays as a Customer Service Advisor and help make a real difference to our customers every day. Whether your background is in customer service, retail, hospitality, or any other role where you've supported customers, this is your chance to bring your passion for helping people to a role where your empathy and dedication can truly shine. You’ll be the friendly first point of contact for our Retail Banking customers over the phone, offering guidance and support with every interaction.

Want to apply Read all the information about this position below, then hit the apply button.

As part of our Customer Care team, you’ll work a shift pattern between 7am and 11pm, including some weekends, and start with a competitive salary of £26,500. On top of that, you’ll enjoy our comprehensive core benefits package, which includes a pension plan, private medical insurance, life insurance, and income protection. With full training and the support of our collaborative team, we’ll ensure you have everything you need to succeed and grow with us.

Once your training is complete, we offer hybrid working, allowing you to split your time between home and the office.

At Barclays, we’re not just offering you a role—we’re offering you a career.

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…