Customer Service Advisor – Video Chat – Full Time & Part Time Opportunities
Sunderland/Hybrid
£24,700 per annum + Excellent Benefits
Full time & Part-time roles available between 21-35 hours per week, covering various shifts between Monday to Sunday (7am – 8 pm Mon to Fri, 9am to 5 pm Sat to Sun). Hours to be discussed with Hiring Manager
As a Barclays Customer Service Advisor you will take ownership of the customer experience by providing excellent service to help deliver on customer ambitions and day to day banking needs. Working as part of the video banking team you will support customers through an exciting and evolving virtual face to face platform, focused on delivering outstanding customer service during video appointments, exploring their financial goals, and creating plans to help customers realise them.
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?
• Striving to exceed customer expectations and be empowered to deal with customer requests at first point of contact, only handing off where this adds value in the eyes of the customer.
- Creating exceptional customer experiences for everyday and complex queries
- Handling complaints by taking responsibility and using all resources to proactively address customer concerns
- Engaging in conversations and active listening you proactively do the right thing for your customers by understanding their short, medium and long term needs.
- Making self-initiated contact with customers, deepening relationships with customers by keeping in regular contact to help anticipate and plan for all their needs.
- Creating moments that matter for our customers by ensuring they have a full understanding of our products and services and helping them to make informed decisions
- Delighting the customer by offering a professional, caring, consistent and outstanding level of customer service.
What we’re looking for:
- Genuine interest in the customer, by being customer centric with the ability to demonstrate/evidence customer service experience in a telephony or customer facing role.
- Have the right attitude, personality, potential and skills to provide unforgettable moments for your customers.
- Experience of working towards personal objectives and standards.
Skills that will help you in the role:
• Excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice
- Ability to work individually and under pressure
- Experience in delivering exceptional customer / client interactions in a professional and caring manner
- Ability to use different digital channels to communicate with the customer
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?
With over 1,700 employees, our Flagship Site, Doxford Park, offers many facilities including a discounted gym, the convenience of an ATM and even a Personal Banker who visits regularly to assist all employees with their banking.
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