Senior Customer Service Advisor

Job Description

Job Description

Senior Customer Service Advisor – Barclays Private Bank Wealth Management

Purpose of the Role

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

Accountabilities

• Collaborate across multiple digital channels to personalise each interaction with a customer.
• Enhance the bank’s digital capabilities when current technology is not yet ready to support.
• Provide exceptional customer service by responding to inquiries, resolving issues, and handling client requests efficiently.
• Support collaboration with internal stakeholders including sales, operations, and risk management teams to meet client needs and ensure accurate, timely transactions.
• Support teams within business operations, including risk management, compliance, and collections, as needed.
• Comply with all regulatory requirements and internal policies related to customer care.

Analyst Expectations

• Perform prescribed activities in a timely manner with high standards, consistently driving continuous improvement.
• Require in-depth technical knowledge and experience in the assigned area of expertise.
• Understand underlying principles and concepts within the area of expertise.
• For leadership roles: demonstrate clear leadership behaviours to create an environment for colleagues to thrive and deliver consistently excellent standards.
• For individual contributors: develop technical expertise, act as an advisor where appropriate, and influence decision making within their area.
• Take responsibility for end results of team or individual operational processing and activities.
• Escalate breaches of policies/procedures appropriately and embed new policies/procedures adopted for risk mitigation.
• Advise and influence decision making within one’s area of expertise.
• Manage risk and strengthen controls related to the work owned or contributed to.
• Deliver work in line with relevant rules, regulations, and codes of conduct.
• Build understanding of how own sub function integrates with the broader function and the organization’s products, services, and processes.
• Make evaluative judgments based on factual analysis, paying attention to detail.
• Resolve problems by identifying and selecting solutions through acquired technical experience and precedents.
• Guide and persuade team members, communicating complex or sensitive information.
• Act as a contact point for stakeholders outside the immediate function, building a network of contacts inside and outside the organization.

Leadership Behaviours (LEAD)

• L – Listen and be authentic
• E – Energise and inspire
• A – Align across the enterprise
• D – Develop others

Senior Customer Service Advisor – Key Requirements

• Strong awareness of risk and control to support the completion of high value transaction approvals, payment investigations, and risk issues that arise.
• Support leadership with the delivery of service levels, change implementation, and driving a culture of continuous improvement while supporting colleagues with complex issues and escalations.
• Support embedment and upskilling of colleagues, identifying opportunities for multi skilled roles to deliver a consistently excellent service across all channels of engagement.
• Experience leading or holding a senior role within a service centre environment.
• Experience in the wealth management sector dealing with clients.
• Awareness of the Consumer Duty framework, including identification and management of vulnerable clients.
• Assessment may focus on critical skills such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, and job specific technical skills.

Location

Glasgow