Complaint Admin Support Executive

Join us as a Complaint Admin Support Executive at Barclays. You will support the customer care team and deal with customer needs/requests through the provision of effective communication and attention to detail. 

To be successful as a Complaint Admin Support Executive, you should have:

• Excellent time management and organisation abilities.

• Strong verbal and written communication skills.

• Ability to follow clear processes and procedures accurately.

Some other highly valued skills may include:

• Previous experience in an administrative role.

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

This role is based in Isle of Man.

Purpose of the role

To support the customer care team and deal with customer needs/requests through the provision of effective communication and attention to detail. 

Accountabilities

• Management of customer requests and enquiries through various communication channels including chat, email and phone.
• Provision of detail orientated and time efficient information to customers regarding their accounts, products, and services.
• Management of customer complaints and issues and escalating complex issues to senior customer care representatives when required to provide a resolution.
• Participation in training and development initiatives to improve customer skills, knowledge and services.
• Identification of industry trends and developments to implement best practice in customer care.
• Management and maintenance of customer records and documentation to ensure compliance and accuracy.
• To support the customer care team and deal with customer needs/requests through the provision of effective communication and attention to detail.

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.