Customer Service Associate - Complaints

Join us at Barclays as a Customer Service Associate Complaints. You will support the Client Enablement team and deal with customer complaints through the provision of effective communication and attention to detail.

To be successful in the role of a Customer Service Associate Complaints you should be able to:

• Investigate complex and unique customer queries, concerns and complaints whilst withholding judgement, using the conversation cycle and role modelling mutual respect. Utilise all resources to assess and evaluate situations at pace.

• Create exceptional customer experiences by being professional, caring and taking ownership when delivering outcomes and keeping promises. Identify and select accountable language (verbally and in writing) that will make any experience feel easier for a customer.

• Undertake proactive diary management to ensure that complaint cases are progressed for full review or resolution according to regulatory timescales. Ensure all blockers are removed to prevent unnecessary delays, tackling complaints in priority order to achieve individual and team targets.

• Achieve by ensuring all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards.

Some other highly valued skills include:

• Previous experience of resolving complaints through a final response letter.

• Experience of Financial Ombudsman Service complaints.

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 in Glasgow.

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.