Customer Care Advisor

To provide exceptional customer service while resolving more complex customer needs/requests.,

• 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 provide a unique, personalized 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 services, 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 practices 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. 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 behaviors to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviors are: L - Listen and be authentic, E - Energize and inspire, A - Align across the enterprise, D - Develop others.
• OR for an individual contributor, they manage their workload, take responsibility for the implementation of systems and processes within their work area, and participate in projects broader than the 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 the team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to their work area.
• Take ownership for managing risk and strengthening controls in relation to the work they own or contribute to. Deliver work and areas of responsibility in line with relevant rules, regulations, and codes of conduct.
• Maintain and continually build an understanding of how all teams in the 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/customers to identify and address their needs.
  
  To be successful as a Customer Care Advisor, you should have experience with:
• Previous experience in customer service role, ideally in a telephony environment.
• Excellent verbal and written communication skills.
• Attention to detail.
• Ability to work independently and take ownership.
• Problem solving.
Some other highly valued skills may include:
• Technical knowledge - basic computer/pc skills and ability to use Microsoft products such as Outlook.
• Knowledge of products and services.
• Interpersonal skills.
You may be assessed on 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.

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. Barclays UK Barclays moves, lends, invests and protects money for 48 million customers and clients worldwide. Finance & Banking London 55,000 employees