Senior Customer Service Advisor

About the role

Barclays is seeking a Senior Customer Service Advisor to deliver personalised support across multiple digital channels. The role focuses on resolving customer queries, enhancing digital capabilities and ensuring compliance with regulatory standards.

Key responsibilities

• Collaborate across digital channels to provide tailored customer interactions and resolve issues efficiently.
• Support internal stakeholders—including sales, operations and risk teams—to ensure accurate and timely transaction execution.
• Identify and embed new policies or procedures to mitigate risk and strengthen controls.
• Escalate policy breaches appropriately and act as a point of contact for external stakeholders.

Required profile

• Strong awareness of risk and control, especially for high‑value transaction approvals and payment investigations.
• Experience leading or holding senior roles in a service‑centre environment, preferably within wealth management or private banking.
• Ability to support change implementation, drive continuous improvement and mentor newly recruited colleagues.
• Understanding of the Consumer Duty framework and the management of vulnerable clients.