Customer Service Advisor

Join us as a Customer Service Advisor at Barclays, where you’ll be working as part of a team delivering end to end customer service by completing a wide range of customer activities, involving communication, with both internal and external customers. You’ll be responsible for high volumes of both inbound and outbound call processing, which accuracy and efficiency are essential and deliver excellent customer service whilst making a valuable contribution to the team.

To be successful as a Customer Service Advisor, you should have:

• Ability to handle a high volume of voice calls without compromising quality.
• Ability to manage tasks in time‑sensitive scenarios and within governance.
• Good time management and the ability to balance workflow to deliver against personal and team commitments.
• Strong PC skills including Microsoft Office.

• Servicing background, to either internal or external customers.
• Good knowledge and understanding of the UK card processing industry.
• Strong communication skills, both verbal and written, and the ability to tailor messages to the audience.
• Microsoft 360 suite.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job‑specific technical skills.

This role is based in Northampton.

To address customer questions, concerns or requests while maintaining customer service expectations.

• Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

• 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…