Specialist Customer Care

Job Description

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. Focused on building a relationship with our customers that allows us to add value to our customer interactions.

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.

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.

We’re looking for passionate, customer‑focused colleagues to join Wealth Customer Care as a Specialist Customer Service Advisor, where every conversation is an opportunity to elevate the service to our valued customers.

This role is ideal for colleagues with experience in customer service, retail, hospitality, or any environment where supporting customers with empathy, confidence, and professionalism is key. As the first point of contact for our Wealth customers, you’ll play a critical role in delivering an elevated, personalised service that reflects the very best of Barclays.

What you’ll be doing:

• •Acting as a trusted first point of contact for primarily Wealth customers via inbound calls along with other business areas to support clients.
• •Demonstrating empathy and sound judgement to support customers through both every day and more complex or emotive queries.
• •Resolving issues efficiently while maintaining a calm, professional approach in a fast‑paced environment.
• •Using multiple digital systems simultaneously to deliver accurate, high‑quality outcomes for customers.

Key skills for success:

• •Excellent verbal communication – able to analyse, interpret and clearly explain complex information to our customers with empathy and understanding.
• •Resilience under pressure – comfortable working in a demanding, high‑volume environment while maintaining exceptional service quality.
• •Conflict resolution and problem‑solving – strong active listening skills, with the ability to de‑escalate situations and reach effective outcomes with diplomacy and tact.
• •Advanced digital capability – confident multitasking across a range of systems, tools and software, utilising AI technology.
• •Empathy‑led service – able to demonstrate genuine care and understanding to elevate the Premier customer experience in every interaction.

Other highly valued skills include:

• •Experience working flexibly across multiple customer-care functions
• •Ability to transfer knowledge and skills across different customer service functions

Shift requirements:

Colleagues must be able to work a range of shifts between 7am and 11pm, across 7 days a week, as part of a rotational shift pattern.

What we offer:

• •A comprehensive core benefits package, including pension, private medical insurance, life insurance and income protection.
• •Full training, ongoing development, and the support of a collaborative, high‑performing team.

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, digital and technology, as well as job-specific technical skills.

At Barclays, this isn’t just a role—it’s an opportunity to build a career where your skills, empathy and impact truly matter. If you’re passionate about delivering exceptional service and helping our Wealth customers, feel valued, supported and confident, we’d love to hear from you.

We are happy to consider those who can work from our Glasgow site.