Specialist Customer Care - Complaint Handler

Complaint Handler – 12 months FTC
Cardiff - Hybrid 
£26,500 per annum plus excellent benefits including: Pension Contribution up to 12%, 25 days holiday allowance plus bank holidays, plus many more.
35 hours, working 5 days out of 7, rotating shift patterns between 7am and 11pm Monday – Sunday. We use hybrid working to mix the positives of working with your colleagues at our sites, together with working from home.

As a Barclays Complaint Handler, you will be the go-to point of contact for many of our customers across Barclays UK. You’ll have an exciting opportunity to assist them with their more complex needs and be there to help our customers when they need us most – through challenging life events such as financial difficulty, being scammed or buying their first homes.

Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.

This role will be based from Cardiff.  We will confirm your place of work at the point of offer, ensuring that this is considered in line with our future ways of working and overall location strategy. The hiring manager for the role will discuss the appropriate defined time in office for the role with you as part of the application process.

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, 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 as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

What will you be doing?
•    Working as one team across multiple channels, including phone, social media or Barclays message app, you will personalise each interaction with the customer
•    Fulfilling customer requests whilst demonstrating professionalism and empathy to ensure they are valued
•    Demonstrating knowledge of our processes/policies to ensure that customers feel confident in our colleagues, and knowing when to escalate where appropriate 
•    Educating our customers on a range of products and services as well as the different channels they can utilize to engage with us directly
•    Investigating emotive and complex customer and client queries, concerns and complaints related to an extensive range of products
•    Understanding a customer’s financial position through listening to customer’s specific circumstances and tailoring the relevant solution to their needs
•    Working in a high paced environment reviewing relevant information and making decisions and actions autonomously

What we’re looking for:
•    Clear communication, customer service and empathy skills, with the ability to use a range of communication styles to provide a personal approach
•    Proven ability to use Microsoft Office
•    Previous experience within a customer service role is essential 
•    A good listener with a genuine passion for helping others 

Skills that will help you in the role:
•    Experience of working in a customer-obsessed role
•    Good written and verbal communication skills
•    Experience assisting vulnerable customers

Where will you be working?
In the heart of the Historic City Centre which is easily accessible by train or car. Home to the Welsh Rugby team and the Principality Stadium. The city centre has undergone a number of redevelopment projects, including St. David's 2, which extended the shopping district southwards, creating 100 new stores and a flagship John Lewis, the only branch in Wales and the largest outside London.

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