Customer Service Advisor in Northampton

Join Barclays as a Customer Service Specialist, where you’ll begin by developing strong core telephony skills through hands-on training and ongoing support. Then you will progress through a structured development path including complaints handling training and, over time, more specialist skill sets. This layered approach is designed to create a flexible, capable team that can respond confidently to evolving service demands. Barclays Payments Merchant Services is building a team of adaptable, skilled professionals who can deliver high-quality service across a range of customer needs. If you’re passionate about delivering great service and looking for a Monday-to-Friday 9 am-5 pm role where you can learn, grow and thrive, we’d love to hear from you. The role is hybrid and based in Northampton.

Qualifications

• Experience in customer service (internal or external).
• Ability to manage a high volume of customer queries without compromising quality.
• Excellent communication skills, both written and verbal, with the ability to tailor your message.
• Solid PC skills, including proficiency in Microsoft Office.

Desired skills

• A genuine desire to develop and progress your career.
• Confidence in balancing personal, team and client commitments.
• Strong time-management skills, with the ability to prioritise in fast-paced, governed environments.

Expectations and key critical skills

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

Purpose of the role

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

Accountabilities

• 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.

Analyst Expectations

To meet the needs of stakeholders or 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 consistently excellent standards. 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 judgments based on practice 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 or customers to identify and address their needs.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.