Personal Banker - Barclays Bank - Wokingham, UK
(2015-01)
A front-line customer service role responsible for delivering day-to-day banking support, personalised financial advice and sales guidance to a wide range of personal customers. The role requires high attention to customer satisfaction, proactive relationship-building and upholding compliance in all financial transactions and advisory support.
- Build and maintain strong, ongoing relationships with both new and existing customers, ensuring their personal banking needs are fully understood and met. Provide tailored product recommendations and assist in key life events such as savings, mortgage guidance, or debt consolidation. Deliver support that encourages long-term loyalty and satisfaction.
- Consistently promote Barclays' suite of financial products and services, including current accounts, savings, ISAs and digital banking. Ensure clear, jargon-free explanations and focus on educating customers to build their financial confidence. Take a proactive approach in suggesting suitable solutions during face-to-face consultations.
- Act as the first point of contact for all customer concerns, delivering fast and effective resolutions. Apply active listening techniques to fully understand the issue, maintain professionalism at all times and ensure customers leave satisfied. Log issues accurately and ensure follow-up where required.
- Ensure all banking processes and transactions are compliant with financial regulations and internal policies. Maintain precision when handling sensitive information or cash and take care to meet audit and risk standards.
- Help customers transition to and navigate Barclays' online and mobile banking platforms. Deliver one-to-one walkthroughs, highlighting key features and reinforcing the security measures in place. Promote digital usage to enhance convenience and efficiency for customers.
- Work collaboratively with branch colleagues and specialist teams to meet customer needs. Participate in daily huddles, share updates on product changes and support team performance goals. Ensure a positive, welcoming environment for both staff and customers.
- Always received 10/10 for customer service feedback
Assistant Branch Manager - Barclays Bank - Bracknell Branch - Bracknell, UK
(2013-01 - 2015-12)
A management position focused on leading the day-to-day operations of the Bracknell branch, supporting a large team of staff and ensuring exceptional service delivery. Responsible for meeting performance targets, improving internal processes and ensuring the branch operated in line with Barclays' compliance and customer care standards.
- Oversaw a team of 15 staff, conducting regular one-to-ones, coaching sessions and performance reviews. Encouraged development through clear progression paths and on-the-job support. Maintained a positive and collaborative team culture with high morale and accountability across all roles.
- Ensured smooth and efficient running of the branch through daily planning and supervision. Coordinated staff rotas, oversaw cash operations and responded to any operational issues promptly.
- Led the front-of-house customer service experience by setting service standards and ensuring team members delivered consistently high-quality support. Assisted with escalated queries and sensitive customer situations, always resolving issues professionally and swiftly.
Assistant Branch Manager - Barclays Bank - Wokingham Branch - Wokingham, UK
(2010-01 - 2013-12)
A leadership role responsible for the daily management of the Wokingham branch, overseeing a team of staff to ensure smooth operations and excellent customer service delivery. The position involved team supervision, compliance monitoring, performance coaching and branch-level contribution to sales and service targets.
- Managed a team of 10, providing daily guidance, support and structured feedback. Carried out rota planning, monitored productivity and led by example in driving customer service excellence. Addressed performance concerns promptly and motivated team members to meet operational expectations.
- Ensured all branch activities were conducted in full compliance with Barclays' risk, legal and regulatory frameworks. Oversaw cash handling processes, account opening protocols and documentation checks.
- Took a lead role in maintaining high standards of service delivery across the branch. Assisted front-line staff during busy periods and supported customers with escalated issues. Encouraged a service-first mindset among the team and implemented changes based on customer feedback.
Student Advisor / Graduate Manager - Barclays Bank
(1995-01 - 2010-12)
A specialised advisory role focused on supporting students and recent graduates with their banking needs. Responsible for account setup, financial guidance and tailored lending support. Worked closely with young customers to build long-term banking relationships during key transitional life stages.
- Handled the full onboarding process for student and graduate customers, including account opening, identity verification and orientation. Ensured all documentation was accurate and compliant with bank policies and delivered introductory sessions on account features.
- Provided tailored guidance on student and graduate overdraft arrangements, ensuring customers understood the terms and limits. Offered practical financial advice on responsible borrowing and helped customers plan ahead for post-graduate repayment. Resolved overdraft-related queries with a personal and empathetic approach.
- Built lasting relationships with students and young professionals by offering consistent support throughout their studies and beyond. Maintained contact at key moments (e.g., final year, graduation) to review their banking needs and propose relevant solutions.
Cashier - Barclays Bank - Camberley Branch - Camberley, UK
(1985-01 - 1995-12)
An entry-level banking role focused on delivering day-to-day counter services, handling cash transactions and assisting customers with their general banking needs. Served as a key front-facing team member, supporting the smooth running of the branch and upholding excellent customer service standards.
- Processed a high volume of daily transactions, including cash deposits, withdrawals and cheque handling. Maintained accuracy in all dealings and ensured tills balanced at the end of each shift. Followed strict security procedures and adhered to all cash-handling regulations.
- Acted as the first point of contact for customers entering the branch. Delivered friendly, helpful service, answered account queries and provided guidance on available banking services. Ensured a welcoming environment and maintained professional conduct at all times.
- Identified customer needs during transactions and referred them to personal bankers or advisors where appropriate. Maintained basic knowledge of Barclays' product offerings and directed customers to relevant support.
