Customer Service Advisor 24/7 shift pattern in Glasgow

Barclays

Campus with hybrid working options.

Working

Hours: You’ll work across a 24/7 rotating shift pattern, covering a mix of weekday and weekend shifts including evenings, nights and occasional afternoons to support global client needs.

About The Role

We’re growing our team to better support our global market clients, extending our service beyond core business hours to meet their everyday banking needs.

Join us as a Customer Service Advisor and be part of this next phase of growth.

In this role, you’ll deliver a great experience for our clients as their first point of contact.

You’ll support them with their everyday banking needs, building strong relationships, developing your skills and growing your knowledge in a fast‑paced, client‑focused environment.

• Shift Pattern
• Rotation across day, evening and overnight shift, including a mix of weekdays and weekend working
• Typical shift times range between 20:00 – 06:30 and 22:15 – 09:00, with some afternoon and evening shifts (14:00 – 23:45)
• Built on an 8‑week rotational cycle to provide variety and fairness across shifts
• What You’ll Be Doing
• Deliver client service across telephony and written channels.
• Build trusted relationships by understanding needs and responding with empathy and professionalism.
• Support clients with their banking products and services, offering solutions that meet their circumstances.
• Listen carefully to understand and provide clear, accurate, and timely support.
• Work collaboratively with colleagues to deliver a consistent, high‑quality experience.
• Follow policies and processes to maintain a strong risk and control environment.
• About
• Barclays
• Barclays

, you will join a welcoming and supportive team where people truly come first.

We offer hybrid working, a competitive benefits package and a strong culture of coaching, learning, and development.

From day one, you’ll benefit from comprehensive training and ongoing support to help you grow, succeed, and build a meaningful career with us.

Purpose of the role

To provide resolutions for customer queries/issues and personalize each interaction through the use of multiple communication channels.

• Accountabilities
• Collaboration across multiple digital channels to personalize each interaction with a customer.
• Enhance 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 personalize 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 the work within the area of responsibility is based, building upon administrative / operational expertise.
• Make judgements based on practise and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
• Build relationships with stakeholders/ customers to identify and address their needs.
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