Job Description

Senior Customer Service Advisor - Proactive and Social -Part-Time
Location \xe2\x80\x93 Sunderland
Salary - \xc2\xa325,000 per annum (pro rata) & all existing benefits
The successful candidates for this role will be required to sign a contract Monday to Sunday 7am to 11pm

As a Barclay Senior Customer Service Advisor -Proactive and Social, you will identify opportunities and recommendations to assist our customers using digital and outbound telephony communication. You will be helping vulnerable customers (CiVC) and identifying ways we can make a difference for our customers, handle a wide range of incidents and work at pace with the Incident Management team. If you are passionate about supporting customers and clients, providing a memorable experience that they will love, then this is the role for you.

Barclays is one of the world\'s largest and most respected financial institutions, with 329 years of success, quality, and innovation behind us. We offer careers that provide endless opportunity \xe2\x80\x93 helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, \xe2\x80\x98anchor\xe2\x80\x99, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

What will you be doing?

• Providing excellent customer service and responses on behalf of Barclays through various communication channels
• Working as one team across multiple channels, you will personalise each interaction with a customer, providing assistance and outcomes to best suit their needs
• Fulfilling customer requests whilst demonstrating professionalism and empathy to ensure they feel valued
• Demonstrating knowledge of our processes/policies to ensure that customers feel confident in our colleagues, and knowing when to escalate where appropriate
• Educating our customers on a range of products and services as well as the different channels they can utilize to engage with us directly
• Investigating emotive and complex customer and client queries, concerns and complaints related to an extensive range of products
• Understanding a customer\xe2\x80\x99s financial position through listening to customer\xe2\x80\x99s specific circumstances and tailoring the relevant solution to their needs

What we\xe2\x80\x99re looking for :

• Effective communication, customer service and empathy skills, with the ability to use a range of communication styles to provide a personal approach
• Proven ability to use Microsoft Office
• The ability to educate our customers on a range of products and services
• A genuine passion for helping others with a customer centric mindset

Skills that will help you in the role:

• Ability to work seamlessly as part of a team but also to their own initiative
• Experience in Retail Banking is desired but not essential, as we are looking for people that are passionate about customer service

Where will you be working:

With over 1,700 employees, our Flagship Site, Doxford Park, offers many facilities including a discounted gym, the convenience of an ATM and even a Personal Banker who visits regularly to assist all employees with their banking.

#LI-Hybrid

Barclays