Senior Complaint Handler

Join us at Barclays as a Senior Complaints Handler. In this role you be supporting the customer care team and deal with customer needs/requests through the provision of effective communication and attention to detail. 

Some essential skills you will need to be successful in the role of Senior Complaints Handler are:

• Previous banking experience.

• Strong written communication skills.

• Have a proven track record of providing a best-in-class service and client experience.

Some other highly valued skills are:

• Previous experience of complaints handling and understanding procedures.

• Excellent time management and have the ability to prioritise takes efficiently.

• Self-Motivated and proactive approach to work with a strong drive.

You may be assessed on 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 on the 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 perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating 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 develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• 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 own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.