Specialist Customer Care Advisor - Telephony

Overview

Specialist Customer Care Advisor within the Customer Due Diligence or Business Onboarding team. You will provide exceptional customer service to Business Banking customers, resolve complex cases, and offer tailored solutions to meet customer needs.

• Provide customer service across multiple channels (chat, email, phone) and resolve complex, specific customer needs with personalised resolutions.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement and provide recommendations to change customer care processes; offer feedback and coaching to colleagues in highlighted areas.
• Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolve customer inquiries related to bank products and services (e.g., account balances, transactions, payments).
• Develop and present reports and presentations on customer care performance to internal senior stakeholders.
• Identify industry trends to implement best practices that improve customer care efficiency and effectiveness.
• Possess leadership or team supervision responsibilities where applicable, guiding and supporting professional development, and coordinating resources.
• Execute work requirements in accordance with processes and procedures; check colleagues’ work to meet internal and stakeholder requirements; manage risk and reinforce controls.
• Maintain understanding of how all teams contribute to broader objectives and continually develop relevant administrative/operational expertise.

• Experience in a telephony-based customer service role, demonstrating adaptability and resilience.
• Customer-centric approach with the ability to understand business banking customer needs and offer personalised solutions.
• Strong computer literacy and ability to navigate digital tools efficiently.
• Excellent time and diary management with attention to detail and a professional, punctual attitude.
• Experience in Financial Services, including banking roles and KYC experience.
• Experience in a fast-paced environment, able to work under pressure while maintaining accuracy.
• Experience in managing and resolving customer disputes.
• Ability to work on risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, and job-specific technical skills.

• Location:
  
  Manchester
• Salary: £27,700 per annum
• Working hours:
  
  8:00–20:00, Monday to Saturday on a shift rotation basis
• Role type:
  Inbound and outbound telephony with case work prioritisation as needed
• Company values:
  Barclays Values of Respect, Integrity, Service, Excellence and Stewardship;
  Barclays Mindset to Empower, Challenge and Drive