Barclays on cord

Barclays

Senior Customer Service Advisor

External position
Carlisle, UK
Hiring internally for Barclays?
Finance
We’re a global, vital and highly respected financial organisation with an inspiring Purpose.
Active
over 6 months ago
Posted
2 weeks ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Customer Service Representative
Experience level: Senior
Core skills considered: Customer service, Customer support, Escalations handling
Other skills considered: Communication software, Stakeholder Management

Logistics

Base salary: £25K - £25K
Employment type: Permanent
Remote working: On-site
Visa sponsorship: Not available

Job Description

Join us at Barclays as a Senior Customer Service Advisor and help make a real difference to our customers every day. Whether your background is in customer service, retail, hospitality, or any other role where you've supported customers with more complex queries or needs, this is your chance to bring your passion for helping people to a role where your empathy, dedication and exceptional customer service can truly shine. You'll be the friendly face for our Retail Banking customers in branch or at one of our local hubs, offering expertise, guidance and support with every interaction.

This role is based in Carlisle, with an expectation to regularly support colleagues and business needs at our Dumfries and Annan sites. A full UK driving licence and the ability to travel independently between local sites are essential requirements for this position.


Purpose of the role

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


Accountabilities

  • 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.

Company Benefits

  • Private pension
  • Flexible working
  • Bonus
  • Flexible benefits package
Senior Customer Service Advisor at Barclays
Position posted 2 weeks ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
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