Specialist Customer Care Advisor - Telephony

About the role

Barclays is hiring a Specialist Customer Care Advisor for its Banking Operations team in Manchester. You will provide exceptional customer service to Business Banking customers, resolving complex cases and offering tailored solutions. The role covers quick-moving inbound and outbound telephony, with case work managed and prioritised while engaging with customers. It is based in Manchester and requires working between 8am and 8pm, Monday to Saturday on a shift rotation.

Key responsibilities

• Provide customer service through chat, email and phone, resolving complex and specific customer needs with personalised solutions.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement, recommend changes, and give feedback and coaching to colleagues.
• Develop and implement customer care procedures and controls to mitigate risk and keep operations efficient.
• Resolve customer enquiries on products and services, including account balances, transactions and payments.
• Prepare reports and presentations on customer care performance for senior stakeholders.
• Track industry trends and apply best practice to improve customer care.

Required profile

• Previous experience in a telephony-based customer service role, showing adaptability and resilience.
• Customer-centred approach: understanding business banking customers' needs and offering personalised solutions.
• Ability to work in a fast-paced environment under pressure while keeping accuracy.
• Experience managing and resolving customer disputes is highly valued.
• Experience in financial services, banking and KYC is highly valued.

Required skills

• Computer literacy and efficient use of digital tools.
• Exceptional time and diary management, with attention to detail and a punctual, professional approach.
• Assessment may cover risk and controls, change and transformation, business acumen, strategic thinking and digital and technology skills.

The salary is £27,700 per annum. Barclays states it is an equal opportunity employer and offers reasonable adjustments during recruitment.