Customer Service Advisor – Amazon Message Us Team at Barclays

Barclays is currently hiring a Customer Service Advisor with prior experience in a customer service role and exceptional communication skills. If you’re ready to excel in a dynamic environment and deliver outstanding service, this is your opportunity to shine.

About the Company

Barclays is a globally recognized financial organization, renowned for its innovative solutions and unwavering commitment to empowering individuals, businesses, and communities. Operating in 38 countries with a team of over 100,000 professionals worldwide, Barclays has revolutionized financial services with technology and solutions that have become integral to daily life. 

A career at Barclays offers: 

– Diverse and enriching experiences. 

– Opportunities to work alongside industry-leading experts in finance and technology. 

– A chance to make a meaningful impact on global financial systems. 

Ready to take the next step in your career? Apply now and become part of a team that’s shaping the future of financial services.      

Position: Customer Service Advisor

Salary: £26,500 a year

Job Type: Permanent

Location: Glasgow, UK (Hybrid)

About the Role

As a Customer Service Advisor within our Amazon Message Us team, you’ll work to support customers with a variety of complex queries, about our Amazon products through our online chat function. The team is multiskilled to support with simple questions to more complex issues including those in vulnerable financial difficulty. Experience within a customer facing role will be beneficial within this position along with past experience working within contact centers. You’ll need to be comfortable multi-tasking as you may be speaking to multiple customers at the same time whilst personalising each interaction. You’ll need to have excellent written and verbal communication skills in order to succeed within this team.

If we receive a high volume of relevant applications, we may choose to close the advert earlier than the advertised date, please ensure you apply as soon as possible if you have the skills needed to become our next Customer Service Advisor within our Message Us team.

The team work hours between 7am-11pm Monday to Sunday, you need to be flexible to work shifts between these times. This is a hybrid role, based in Glasgow, training will be full time in the Glasgow Centre.

Contract-Monday to Sunday 7am-11pm

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests.

Main Duties

  • Provision of customer service through various communication channels including chat, email and phone.
  • Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
  • Collaboration with teams across the bank to align and integrate customer care processes.
  • Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
  • Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
  • Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
  • Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
  • Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness

Analyst Expectations

  • To meet the needs of stakeholders/ customers through specialist advice and support
  • Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
  • Likely to have responsibility for specific processes within a team
  • They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.
  • If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
  • OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
  • Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
  • Check work of colleagues within team to meet internal and stakeholder requirements.
  • Provide specialist advice and support pertaining to own work area.
  • Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
  • Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
  • Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
  • Make judgements based on practise and previous experience.
  • Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
  • Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
  • Build relationships with stakeholders/ customers to identify and address their needs.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave

Required Documents

  1. CV/Resume
  2. Cover Letter

Application Process

Interested and qualified candidates should kindly CLICK HERE to learn more and apply

Application Deadline

Open until filled