Customer Service Advisor
Manchester – Hybrid
£24,700 per annum up to £26,000 dependent on experience
+ Excellent Benefits

At Barclays we really value flexibility and offer a range of working patterns to meet our customer needs. At this moment in time, we are currently offering a hybrid working arrangement where you are only required to spend a minimum of one day per week at your local office.

Please be aware that during the initial 4-6 weeks training you will be required to attend your local office more frequently.

As a Barclays Customer Service Advisor, you will join the Barclays Financial Assistance team who are obsessed with and are committed to delivering a best in class customer experience. We focus on customers who are in current and future financial difficulty. We work with our customers to understand their current financial situation and look to assess affordability support customers who require tailored solutions due to personal circumstances.

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.

Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes 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 career, 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, and your request will be reviewed subject to business needs.

This opportunity is location flexible. We will consider requests for locating the role at an alternative Barclays’ key UK office from that advertised.

We are currently in the early stages of implementing a hybrid working environment, which means 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. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month, or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally can request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?
• Understanding and identifying customer needs in order to tailor solutions, whilst ensuring the right outcome for the customer and the bank at the first point of contact
• Ensuring vulnerable customers are identified and supported appropriately
• Understanding and listening to customer concerns and correctly identifying customer complaints to resolve first time, ensuring complaint escalation where appropriate
• Using internal systems to ensure that a customer’s records are accurately maintained and are up to date
• Adhering to and understanding the appropriate policies, standards, controls and limits of authority applicable to your role through training, coaching and appropriate communication
• Undertaking variety of contact roles, when required, based on customer preference and business requirements, such as voice, letter, digital contact

What we’re looking for:
• An effective communicator with the ability to influence different audiences using suitable channels for achieving clear outcomes
• Initiative to effectively collaborate across the organisation and externally to meet high standards including seamless customer service and the satisfaction targets
• Meeting personal development objectives and proactively providing advice, coaching and support to less experienced colleagues

Skills that will help you in the role:
• Customer service experience with demonstrable solid listening skills and the ability to show empathy towards a customer's financial situation
• A team player who is able to confidently interact with others but who is also able to work independently
• Previous experience of working with customers in potential vulnerable circumstances or financial difficulty
• Experience working in a contact or call centre/ telephony environment and/or Financial Services experience

What you will get from us:
Competitive salary
Competitive holiday allowance
Life assurance
Income protection
Private medical care
Pension contribution
Flexible working
Voluntary benefits and more

Where will you be working?
Our central Manchester offices are right at the heart of the action in Spinningfields and Piccadilly Place and are home to over 2000 colleagues who support our customers and clients directly and indirectly. Manchester is also a central hub for teams across the UK to come together and collaborate. Right here in the North West, we’re redefining the future of finance.
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