Senior Customer Service Advisor

Join the Heart of Barclays

A career in Banking Operations places you right at the centre of what we do—serving and supporting our customers with integrity, empathy, and excellence. As a Senior Customer Service Advisor, you’ll be the face of Barclays, helping individuals with more complex financial queries and providing solutions that truly make a difference in their lives.

Whether you come from a background in retail, hospitality, or any customer-focused sector, if you bring compassion, drive and energy, we’ll provide the training and support to help you succeed and grow.

Purpose of the Role

To provide exceptional, solutions-focused service to customers with more complex or sensitive needs. You’ll handle requests via multiple communication channels, support in-branch and local hub operations, and contribute to process improvement across the bank.

Key Responsibilities

• Provide customer support via phone, email, and live chat

• Manage customer interactions around account queries, transactions, payments, and banking services

• Handle complaints or escalations empathetically and efficiently

• Carry out scheduled and unscheduled customer service tasks and support activities

• Identify and suggest service improvements or opportunities for better customer experiences

• Collaborate with internal teams across different areas of the business

• Support and train colleagues as needed; may supervise team activity

• Maintain compliance with internal controls and regulatory requirements

Ideal Candidate Profile

• Previous experience in customer service, ideally in a financial or complex service setting

• Strong problem-solving skills and attention to detail

• Excellent communication—both verbal and written

• Comfortable navigating digital tools and multi-channel service platforms

• Able to manage sensitive information and resolve complex issues effectively

• A strong team player who can also work independently

• Demonstrates Barclays values: Respect, Integrity, Service, Excellence, Stewardship

Leadership or Specialist Expectations

Depending on experience, you may:

• Supervise and support a team, guiding development and allocating tasks

• Own specific processes and deliver insights to internal stakeholders

• Influence change and continuous improvement in customer service delivery

What Barclays Offers You

• Competitive salary: Starting from £27,500

• Private Medical Insurance

• Life Insurance & Income Protection

• Pension Scheme

• Cycle to Work Scheme

• Training & Career Development

• Hybrid Working Model

• Supportive, inclusive culture with flexible working opportunities

Application Process

1. Submit your CV and brief cover letter

2. Complete online behavioural assessment

3. Interview (behavioural and competency-based)

4. Final vetting, referencing & right-to-work checks

Workplace & Culture

Barclays offers a modern working environment with:

• Wellness and quiet rooms

• Cafeterias and fitness centres

• Tech-enabled collaboration spaces

• A focus on diversity, belonging, and inclusion

We celebrate individuality and are committed to building a workforce that reflects the rich diversity of our global customer base.