Customer Service Advisor

Customer Service Advisor

Manchester

£30,000 per annum

Rotating Shifts - 35hrs per week, rotating between 7am-11pm Monday to Sunday

As a Barclays Customer Service Advisor, you will be our first line of support within our UK Credit Card team for customers managing financial difficulty, with the majority of our time being telephony based. This is a solution-based role, so you will manage difficult conversations with our customers who really need our assistance. This is a fast-paced environment where no two days are the same. We are looking for compassionate and determined individuals to help support our customers and drive solutions.

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?

• Working within our personal credit card team, helping customers with individual debt solutions

• Working within a contact centre environment, taking inbound calls from customers

• Reviewing customer's bills to then create income and expenditure reports to support the customer tackle their debt

• Creating solutions to manage debt, whether that is an adjusted payment plan, a period of zero payments or others appropriate solutions

• Referring customers to third party organisations for assistance, such as citizen advice and step change for further debt tackling help

• Leading and managing limited complaint calls from customers

• Having a small number of outbound calls to customers who fall into our persistent debt category by only paying the minimum credit card payments

• Delivering a multi-channel support system to customers

What we're looking for:

• Experience of working within a fast-paced contact centre

• Ability to have challenging and difficult conversations with customers

• Be customer centric with experience of operating in either a telephony or face to face customer service role and awareness of complaints management and resolution

• A trustworthy mindset in order to provide excellent support to our vulnerable customers

Skills that will help you in the role:

• Previous experience of working within a financial industry

• Knowledge of income and expenditure reporting

• Excellent verbal communication and social skills with experience of building trusted relationships, rapport and having a passion to help

• Pro-active problem solving and decision-making abilities with a focus on delivering high quality outcomes

Where will you be working?

Based in our Manchester office, which is in the heart of the city centre. Offering a modern working environment, with restaurants, bars and gyms just a stone's throw away from the office.

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