Customer Service Advisor - FTC

Customer Service Advisor - FTC

Sunderland

As a Barclays Customer Service Advisor within BPMS Operations, you will deliver first class customer service to Corporate and Small Businesses (SME). Within this role, you will work with your team to provide first point of contact for customers resolving all customer queries, complaints, and product support. The team's accountability is to review existing operational and servicing processes to deliver efficiencies and lead the digital agenda, whilst maintaining robust regulatory and compliance standards.

Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. 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.

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor', days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

What will you be doing?

• Helping with the co-ordination of business preparedness to regulatory reporting, returns

• Contributing to team objectives to exceed Key Performance Indicator targets

• Working across teams, multi-skilling where necessary to assist business needs

• Determining and implementing improvement opportunities to help with the improved customer servicing or reduce operating costs

• Dealing with complaints where necessary to drive positive outcomes and then share best practice to mitigate further issues

• Taking ownership of personal development, taking advantage of training opportunities to help with your progression

• Using initiative to analyse and pro-actively manage portfolios, which will support our aims to continuously improve our customer servicing model

What we're looking for:

• Ability to handle a high volume of voice calls without compromising quality

• Ability to manage tasks in time-sensitive scenarios and within governance

• Good time management and the ability to balance workflow to deliver against personal and team commitments

• Excellent PC skills including Microsoft Office

Skills that will help you in the role

• Servicing background, to either internal or external customers

• Excellent communication skills, both verbal and written, and the ability to tailor messages to the audience

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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