Senior Customer Service Advisor

Join Barclays as a Senior Customer Service Advisor, where you’ll begin by developing strong core telephony skills through hands-on training and ongoing support. Leading on from this, you’ll progress through a structured development path that includes 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. At Barclaycard Payments Merchant Services, we’re 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 role where you can learn, grow and thrive, we’d love to hear from you.

To be successful as a Senior Customer Service Advisor, you should have:

• Experience in customer service (internal or external).

• Able to work shifts (between 10 am and 6 pm Monday to Friday).

• 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.

Some other highly valued skills may include:

• 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.

You may be assessed on the key critical skills relevant for success in 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 is more than just a job, it’s a chance to build a career in a supportive, forward-thinking environment where your development is mapped and your growth is supported every step of the way.

The role is hybrid and based in Sunderland.

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/ 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.

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.