Specialist Customer Care Advisor - Wealth

About the role

Barclays is recruiting a Specialist Customer Care Advisor for its Wealth Customer Care team in Glasgow. As the first point of contact for Wealth customers, you will deliver an elevated, personalised service through inbound calls and other channels, resolving complex and emotive queries with empathy and professionalism. The role suits people with experience in customer service, retail or hospitality.

Key responsibilities

• Act as a trusted first point of contact for primarily Wealth customers via inbound calls, and support clients across other business areas.
• Resolve complex, specific customer needs and requests, giving a personalised resolution for each case.
• Provide customer service through chat, email and phone, and handle enquiries on products, services, account balances, transactions and payments.
• Collaborate with teams across the bank to align customer care processes, and recommend improvements and changes.
• Develop and implement customer care procedures and controls to mitigate risk and keep operations efficient.
• Prepare reports and presentations on customer care performance for senior stakeholders, and share feedback and coaching with colleagues.
• Identify industry trends and best practice to improve customer care efficiency.

Required profile

• Experience in customer service, retail, hospitality or another customer-facing environment.
• Ability to work flexible shifts between 7am and 11pm, seven days a week, on a rotational pattern; remote work from the Glasgow site may be considered.
• Willingness to be assessed on critical skills such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, and job-specific technical skills.

Required skills

• Excellent verbal communication and conflict resolution, with the ability to de-escalate situations.
• Advanced digital capability, multitasking across systems and tools and using AI technology.
• Resilience under pressure in a high-volume environment.

What we offer

• Pension, private medical insurance, life insurance and income protection.
• Full training, ongoing development and a supportive, high-performing team.