Senior Customer Service Advisor

Senior Customer Service Advisor - Hybrid
Sunderland/Hybrid
GBP24,700 per annum + Excellent Benefits
Rotating between 7am and 11pm Monday - Sunday
As a Barclays Senior Customer Service Advisor - Hybrid you will be at the forefront of our obsession with customers - and right now our customers need us more than ever. Whatever their enquiry might be; you ll support them with a personal approach, providing solutions to best suit their specific needs.
We are looking for colleagues who have empathy, understanding, and a desire to take ownership of their personal development, how you develop is up to you but we ll make it our job to notice, nurture and support your ambitions. There are multiple opportunities to grow your skills and develop into leadership roles. More than that, our service centres are seen as a hotbed of talent for our entire business.
As a business we believe that by helping our colleagues continue to learn, develop and grow, they can adapt to our customers changing needs and support them when they need us the most - from life's little moments to the big ones.
Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity - helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.
What you get from us
Competitive salary
Competitive holiday allowance
Life assurance
Income protection
Private medical care
Pension contribution
Flexible working
Voluntary benefits and more
Hybrid Working
We are currently operating in a hybrid working environment, meaning that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. Please discuss the detail of the working pattern options for the role with the hiring manager.
What will you be doing?
Working as one team across multiple channels, you will personalise each interaction with a customer, providing support and outcomes to best suit their needs
Fulfilling customer requests whilst demonstrating professionalism and empathy to ensure they feel valued
Demonstrating knowledge of our processes/policies to ensure that customers feel confident in our colleagues, and knowing when to escalate where appropriate
Educating our customers on a range of products and services as well as the different channels they can utilize to engage with us directly
Investigating emotive and complex customer and client queries, concerns and complaints related to an extensive range of products
Understanding a customer s financial position through listening to customer s specific circumstances and tailoring the relevant solution to their needs
Working in a high paced environment reviewing relevant information and making decisions and actions autonomously
What we re looking for:
Strong communication and empathy skills, with the ability to use a range of communication styles to provide a personal approach
Proven ability to use Microsoft Office to a high standard
The ability to educate our customers on a range of products and services
A genuine passion for helping others with a customer centric mindset
Skills that will help you in the role:
Ability to work seamlessly as part of a team but also to their own initiative
Experience in Retail Banking is desired but not essential, as we are looking for people that are passionate about customer service
Where will you be working?
With over 1,700 employees, our Flagship Site, Doxford Park, offers many facilities including a discounted gym, the convenience of an ATM and even a Personal Banker who visits regularly to assist all employees with their banking