Customer Service Advisor – Night shift

Job title:

Customer Service Advisor – Night shift

Company

Barclays

Job description

The following apply button and save job button is for a sticky navigation bar. As such this is duplicated for presentation purposes. Save for LaterSunderland, Sunderland, England Save for LaterDate live: Aug. 16, 2024Business Area: Customer CareArea of Expertise: Banking OperationsReference Code: JR-0000008413Contract: PermanentWhere will you be located?Take a look at the map to see what’s nearby. Train stations & bus stops, gyms, restaurants and more.Join our Sunderland team as a Customer Service Advisor, where you’ll be the vital first point of contact for our customers, offering assistance and guidance with empathy, understanding, and a passion for delivering exceptional service. Working the night shift, you’ll play a crucial role in ensuring our customers feel valued and respected around the clock. In return for your dedication, you’ll receive a generous shift allowance, along with the full support from a collaborative team and expert mentors. With comprehensive training and ongoing guidance, you’ll have everything you need to thrive in your role at Barclays.Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.Purpose of the roleTo provide exceptional customer service while resolving more complex customer needs/requests.ÂAccountabilities

• 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

• 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 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/ 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.More about working at BarclaysWorking in UKBarclays offices across the UK are designed to be places where our people can come together to do their best work, surrounded by excellent facilities for both work and leisure. These are warm, diverse, supportive communities in some of the UK’s best locations, where everyone can thrive.Hybrid WorkingAt 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, ‘anchor’, 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.Reasonable AdjustmentsBarclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please reviewWorking FlexiblyWe’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business.Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a Carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility then please discuss this with the hiring manager.How to ApplyWe’re committed to providing a supportive and simplified experience for our candidates throughout the application and assessment process. Here, you will find information about what to expect and some guidance around your assessment and interview.While the application process depends on the role, there are some constant steps, which are;Step 1 – Your application
Step 2 – Your assessment
Step 3 – Your interview
Step 4 – Next stepsWe aim to create an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please click to learn more.Find out more informationDiversity & InclusionBarclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.
We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.Right to workBarclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.Share jobThe Barclays WayThis is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.PurposeWorking together for a better financial future.ValuesWe believe great talent RISES. It acts with Respect, Integrity, Service, Excellence and Stewardship.MindsetWe discover our full potential through our desire to Empower, Challenge and Drive each other.

Expected salary

Location

Sunderland

Job date

Sun, 18 Aug 2024 07:09:26 GMT

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