Job Description

Purpose of the role

To address customer questions, concerns or requests while maintaining customer service expectations. 

Accountabilities

• Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

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.

Join us in Direct Investing, where you’ll provide high-quality support to investment customers through our telephony-based service.

In this fast-paced role, you’ll navigate a varied and sometimes complex range of investment-related queries, building your knowledge and expertise while delivering clear, accurate and confident support. With a digital-first approach, you’ll help customers make the most of our online investment platform while recognising when additional support may be needed.

You’ll focus on delivering positive customer outcomes, identifying and responding appropriately to customer vulnerability, and adapting your approach to individual needs while maintaining high regulatory and quality standards.

To be successful as a Client Service Advisor, you must have the following essential skills:

• Customer service experience, with a strong focus on understanding customer needs and delivering positive outcomes.
• Excellent verbal communication and active listening skills, with confidence supporting customers over the telephone.
• Strong problem-solving skills, with the ability to manage varied and sometimes complex customer queries accurately.
• Digital capability, with confidence navigating online platforms and supporting customers with digital services.
• Ability to recognise customer vulnerability, adapt your approach to individual needs and work within regulatory and quality standards.

Some other highly valued skills may include:

• Previous experience within financial services, investments, banking or a similar regulated customer-service environment.
• Knowledge or understanding of investment products, financial markets or investment platforms.
• Previous telephony or contact-centre experience, particularly handling varied or complex customer enquiries.
• Experience supporting customers through digital services and/or identifying and responding appropriately to vulnerable customers. 

Working pattern: Monday to Friday, with working hours scheduled between 7:30am and 7:00pm.

Please note that during your initial training period, you will be required to attend the office full time until you have successfully completed your training and received sign-off. Once signed off, you will move to a hybrid working model, with three days per week in the office.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job specific technical skills.

This role is based in Glasgow.