Customer Service Advisor

Job Description

Job Purpose

To provide resolutions for customer queries and issues and personalise each interaction through the use of multiple communication channels.

Key Responsibilities

• Handle inbound customer calls, addressing queries about purchases and interest rates.
• Guide customers towards digital self service options and resolve complaints.
• Collaborate across digital channels to personalise each interaction.
• Support internal stakeholders-including sales, operations, risk management, compliance and collections-to meet client needs and ensure accurate, timely transactions.
• Ensure compliance with all regulatory requirements and internal policies related to customer care.
• Offer specialist advice and support within own work area and coordinate team resources where required.
• Check colleagues’ work to meet internal and stakeholder requirements.

Qualifications

• Flexibility to work 35 hours per week across a 7 day rota.
• Prior customer service experience (call centre, retail, hospitality or other customer facing roles).
• Strong communication and listening skills, empathy and resilience to handle complex queries.
• Confidence using technology: Microsoft Office and multiple systems simultaneously in a fast paced environment.
• Ability to adapt quickly while delivering exceptional service.
• Ability to work independently and as part of a team.

Working Hours & Location

Office based during the probation period, followed by hybrid working (2 days a week in office). The role is based in Glasgow.

Benefits

• Salary of £26,700 plus a performance related bonus.
• 12% pension contribution, private medical insurance with 24/7 virtual GP access.
• Generous holiday allowance (with an option to buy more days).
• Family friendly policies and learning opportunities.
• Clear career progression opportunities within Barclays.