Job Description

Date live:

11/06/2025

Business Area:

BUK Customer Care UK

Area of Expertise:

Banking Operations

Contract:

Permanent

Reference Code:

JR-0000015154

Put yourself at the heart of the Barclays. A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, we're putting our whole business behind our Customer facing teams. As the face of our brand, especially in an increasingly digital world, you'll play a vital role in our customers' financial lives. Here, your voice is heard, and you'll have the support and opportunities to thrive.

See your commute



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.



As part of our Customer Care team, you'll work 5 days per week, including some weekends, and start with a competitive salary of 26,500. On top of that, you'll enjoy our comprehensive core benefits package, which includes a pension plan, private medical insurance, life insurance, and income protection. With full training and the support of our collaborative team, we'll ensure you have everything you need to succeed and grow with us.



At Barclays, we're not just offering you a role--we're offering you a career.



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



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.



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Reasonable adjustment

Our purpose

Equal opportunities

Right to work statement

This is Barclays Glasgow



Barclays Glasgow is the engine of the Corporate and Investment Bank, and Shared Technology, delivering vital services to clients across the world. With c.5,500 talented people in a whole range of roles, the work we do touches millions of lives every day.



Designed for diversity

At the heart of the community

Focus on health and wellbeing

Connect with your colleagues

Play/Pause

Be you. Be valued. Belong.



We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success.



You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.



Learn more

Application Process

Your application



We'll ask for information about you, your CV and cover letter.



1

Your assessment



Covering your behaviours and ability at work.



2

Your interview



Exploring your past experiences and skills.



3

Next step



We'll request additional information so that you can complete our screening process



4



Working flexibly



We're committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports your personal needs, alongside the professional needs of our business. If you'd like to explore flexible working arrangements, please discuss this with the hiring manager. Your request will be reviewed in-line with the requirements of the role/business needs of the team.



Hybrid working



We have a structured approach to hybrid working, where colleagues work at an onsite location on fixed, 'anchor', days, as set by the business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.



Barclays is built on an international scale.



Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience.

And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we'll encourage you to embrace mobility, exploring every part of our operations as you build your career.