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Specialist Customer Care - Complaint Handler

Cardiff, Wales

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Customer Service Overview

Our customer service colleagues are at the forefront of our obsession with customers - and right now our customers need us more than ever. They need colleagues who are understanding, committed, and take ownership of their development. Because when our colleagues are learning, they can adapt to our customers changing needs and support them when they need us the most - from life's little moments to the big ones.

Key information

Date live Mar. 22, 2024

Business Area COO & Functions

Area of Expertise Relationship Management / Sales

Contract Temp / Contractor

Reference Code 00285566

Job description

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.


What you get in return

However high you rise at Barclays, we believe all our employees should receive a competitive package of core benefits flexible to you and your family’s needs. At Barclays, you’ll support our customers and clients, and we’ll support you with rewards that will genuinely make a difference.

Competitive holiday allowance

Competitive pay

Life assurance

Income protection

Private medical care

Flexible working

Pension contribution

Voluntary benefits

Success profile

Do you have what it takes to join our contact centre team?

We're looking for people with these key traits.

Qualities we look for: understanding, problem solving, ownership, attention to detail

Is this role right for you?

Deciding on your next career step is a big decision, why not take our quiz to find out if this opportunity is right for you?

Take our quiz

The Barclays Way

This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.

Learn more


Working together for a better financial future.


We believe great talent RISES. It acts with Respect, Integrity, Service, Excellence and Stewardship.


We discover our full potential through our desire to Empower, Challenge and Drive each other.

You get exposed to really supportive and intelligent people that push you to be your best self.

- Alexi

It's great to be surrounded by so much technical talent, but also people through a variety of functions. And I feel like I thrive because there's so much opportunity to network.

- Imogen

There's really a lot of impactful work you can do day to day. You get to work with really senior engineers on a daily basis and you learn a lot from working with them.

– Yuming

I can reach out to anybody and know that I will be able to find mentorship, support and just a community at Barclays as well.

- Becky

More about working at Barclays