Complaint Handler

As a Complaints Handler, you'll work within our executive team to investigate complaints, taking ownership of the end to end process to complete the investigation. You'll communicate with the customer and liaise with other teams within Barclays to review the complaint before coming to a resolution and writing the final response letter.

We are looking for someone who is open to dealing with challenging customers and thinking fast on your feet, our complaints can be difficult to manage at times, we need resilience within these situations and true empathy for our customers with a clear and calm mindset. You'll need to have solid written and verbal communications skills, a large part of our role is speaking with customers over the phone, you'll be a confident speaker with excellent spelling and grammar. Within this role, you'll be managing multiple complaints at the same time, we need you to be organised to work at pace and detailed orientated to spot issues promptly. Finally, you'll be able to pre-emptively identify issues and challenges for our customers and colleagues within a timely manner, using our tools and systems. Past customer service skills would be beneficial. Any experience working with complaints or a background in banking is desirable.

If we receive a high volume of relevant applications, we may choose to close the advert earlier than the advertised date, please ensure you apply as soon as possible if you have the skills needed to become our next Complaint Handler.

The interviews for this role will be conducted over two stages face to face in London.

Monday to Sunday 7am-11pm contract

Typical Shift Pattern 8am-8pm Monday to Sunday.

Salary £36,000

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. 

Accountabilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

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.