At a Glance
- Tasks: Provide exceptional customer service and resolve complex cases for Business Banking customers.
- Company: Join Barclays, a leading financial services provider with a commitment to excellence.
- Benefits: Enjoy a competitive salary of £27,500, flexible shifts, and opportunities for professional growth.
- Other info: Dynamic work environment with opportunities for career advancement and skill development.
- Why this job: Make a real difference by helping customers navigate their banking needs with personalised solutions.
- Qualifications: Experience in telephony-based customer service and a customer-centric approach are essential.
The predicted salary is between 27500 - 27500 € per year.
hackajob is collaborating with Barclays to connect them with exceptional professionals for this role. Join us as a Specialist Customer Care Advisor within our Customer Due Diligence or Business Onboarding team where you will provide exceptional customer service to our Business Banking customers while resolving complex cases and offering tailored solutions to ensure the needs of the customer are met.
These are quick‑moving inbound and outbound telephony roles; you may also be required to manage and prioritise case work whilst engaging with customers to ensure the best outcomes are reached. The role will require you to work between the hours of 8 am to 8 pm, Monday to Saturday on a shift rotation basis. The salary for this role is £27,500 per annum.
To be successful as a Specialist Customer Care Advisor, you should have experience with:
- Previous experience of working in a telephony-based customer service role - demonstrating adaptability and resilience.
- Customer‑Centric Approach - ability to understand the needs of our business banking customers and offer personalised solutions.
- Demonstrate computer literacy with the ability to navigate digital tools efficiently.
- Exceptional time and diary management skills, paired with sharp attention to detail and a consistently punctual, professional approach.
Some Other Highly Valued Skills May Include:
- Experience in Financial Services including previous Banking roles and KYC experience.
- Experience of working within a fast‑paced environment and being able to work under pressure while maintaining accuracy and attention to detail.
- Experience of managing and resolving customer disputes.
You may be assessed on the key critical skills relevant for success in the 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 will be based in Northampton.
Purpose of the role
To provide exceptional customer service while resolving more complex customer needs/requests.
Accountabilities
- Provision of customer service through various communication channels including chat, email and phone.
- Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
- Collaboration with teams across the bank to align and integrate customer care processes.
- Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
- Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
- Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
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.
- 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.
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.
Specialist Customer Care Advisor - Telephony employer: hackajob
Barclays is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where collaboration and innovation thrive. As a Specialist Customer Care Advisor in Northampton, you will benefit from a supportive environment that values customer-centric approaches and provides opportunities for professional advancement, all while enjoying a competitive salary and flexible working hours.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist Customer Care Advisor - Telephony
✨Tip Number 1
Get to know the company! Research Barclays and their values. When you understand what they stand for, you can tailor your conversations to show how you fit right in. This will help you connect better during interviews.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of a mirror. Focus on showcasing your customer-centric approach and how you've handled complex cases in the past.
✨Tip Number 3
Be ready to demonstrate your skills! During the interview, be prepared to discuss specific examples of how you've resolved customer disputes or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Specialist Customer Care Advisor - Telephony
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Specialist Customer Care Advisor role. Highlight your telephony experience and customer-centric approach, showing us how you can meet the needs of our business banking customers.
Showcase Your Skills:Don’t forget to mention your computer literacy and time management skills! We want to see how you can navigate digital tools efficiently while managing your workload effectively in a fast-paced environment.
Be Authentic:When writing your application, let your personality shine through. We value authenticity, so share your experiences and how they’ve shaped your approach to customer service. This helps us get to know the real you!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it reaches the right people at Barclays!
How to prepare for a job interview at hackajob
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills, especially in a telephony context. Be ready to share specific examples of how you've handled complex customer queries in the past, and highlight your ability to adapt and provide tailored solutions.
✨Show Off Your Tech Savvy
Since this role requires navigating digital tools efficiently, be prepared to discuss your computer literacy. Familiarise yourself with common banking software or customer relationship management (CRM) systems, and be ready to demonstrate how you've used technology to enhance customer service.
✨Time Management is Key
With the fast-paced nature of this role, showcasing your time and diary management skills is crucial. Think of examples where you've successfully prioritised tasks under pressure while maintaining accuracy and attention to detail. This will show that you can handle the demands of the job.
✨Embrace the Barclays Values
Familiarise yourself with Barclays' values: Respect, Integrity, Service, Excellence, and Stewardship. During the interview, weave these values into your responses to demonstrate that you align with their culture and are committed to delivering exceptional service.
