Job Description

Join us as a Gateway Service Advisor at Barclays, where you`ll be the primary contact for clients reporting queries and incidents. You will be expected to diagnose and resolve technical and financial queries via inbound calls, outbound calls, and emails, working in close collaboration with other internal teams.


To be successful as a Gateway Service Advisor, you should have experience with:

Handling voice calls and emails without compromising quality. Liaising with clients and colleagues at all levels both internally and externally. Managing multiple tasks and issues in time-sensitive scenarios and within governance. Experience of conducting in-depth technical analysis and troubleshooting within a technical environment using different tools and software. PC tools including Microsoft Office.

Some other highly valued skills may include:

Servicing background, to either internal or external customers. Strong communication skills, both verbal and written, and the ability to tailor messages to the audience. Good knowledge and understanding of the UK card processing industry. Understanding of Ecommerce transaction flows and payment mandates such as Strong Customer Authentication (SCA). Microsoft 360 suite Some understanding of integration methods such as API and HPP

You may be assessed on the 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 Northampton.

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.